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The IT Support Specialist III provides first-line and second line support to end user incidents received via service desk requests and office operational requirements. The IT Support Specialist III is generally focused on the day-to-day support of the region but must continually collaborate and communicate with the larger distributed team of support staff across the globe. The success of this position is linked to the overall performance of the team: the ability to cross-train other team members; and to share critical information in the goal of excellent customer service.
The IT Support Specialist III is primarily responsible for returning staff to billability as quickly as possible after a technology failure include staff mentorship, career development, projects and project resources, technical and project oversight, desktop and server support, meeting room audio visual, hands-on technical administration, and vendor contract management. Because the overall success of the technology support infrastructure is dependent upon this collaboration, IT Support Specialists are expected to be prodigious communicators and to share a hunger for knowledge about current and new technologies.
This position demands general knowledge of Microsoft O365 services, Power BI, PC, laptop, printer and server hardware and between 5 and 7 years of experience in IT support in large dynamic environments. Combined with a proven sense of ownership and excellent customer service, this support individual provides first and second level support in response to service desk incidents and requests from onsite and remote office clients with minimum supervision and direction. It is critical for this position that clients (end users) experience minimal downtime. This position empowers the team’s effort with focus on proven problem-solving process skills with an in-depth knowledge of client needs and time constraints.
What You Will Do
- Assist the Regional Information Technology Director (RITD) and local IT Manager in educating end users about desktop policies and enforcement.
- Maintain familiarity and working relationships with Firmwide functional teams. (server, storage, email, and security teams)
- Visit remote sites to evaluate their business software and hardware needs when requested; Provide informed recommendations to clients that complies with existing firmwide standards.
- Assist IT Manager to establish and maintain reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops.
- Triage service desk incident queues to ensure quick incident assignment; Prioritize incidents to optimize all available resources.
- Ensure that all critical incidents are responded to immediately during business hours and reasonably after hours; Escalate tickets as necessary to RITD requesting non-standard software or hardware.
- Managing MS SharePoint sites.
- Application support.
- Meeting room and event-based A/V support.
- Active directory-based User and Computer group management.
- Imaging and deployment administration.
- MAC administration and support.
- Process automation.
- Server virtualization and administration assistance.
- Software and hardware asset inventory tracking and management oversight.
- User accounts, data storage and security administration assistance.
- Telecom and mobile device support.
Your Qualifications
- 5+ years of experience prior IT technical support and customer service. experience, preferred background in the architecture or engineering industry.
- A+ Certification in desktop support or willingness to achieve certification within the first year.
- General knowledge of Windows 10/11, Microsoft O365 cloud services.
- Familiarity with Apple MacBooks including configuration and support of Outlook Email client in a corporate environment.
- Excellent verbal and written communication skills.
- A proven record, performing in a dynamic, team-based, technology support environment.
- Knowledge of basic networking concepts and advanced desktop troubleshooting.
- Experience in hardware handling responsibilities and desktop set-ups
- Current knowledge of MS Intune and JAMF Apple enterprise management.
- Strong communication and customer service skills.
Life at Gensler
We encourage every person at Gensler to lead a healthy and balanced life. Our comprehensive benefits include medical and dental insurance, season ticket loans, pension and twice annual bonus opportunities.
As part of the firm’s commitment to professional development, Gensler offers reimbursement for certain professional qualifications and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programmes or classes. We view our professional development programmes as strategic investments in our future.
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