Genesys · 21 hours ago
IT Services Specialist
Menlo Park, CA, USA
Full-time
Hybrid
Mid, Senior Level
$31.11/hr - $54.76/hr
3+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The IT Services Specialist will provide advanced technical support, manage ServiceDesk incidents, and ensure high-quality customer service to employees across North America, including executive leadership.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk
Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues
Provide hands-on and remote support to users across Canada, including delivering VIP and executive support with discretion and urgency
Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution
Perform installations, maintenance, and repair work on client computing hardware and software
Support end-user device lifecycle: deployment, operations/support, updates, and retirement
Manage onboarding/off-boarding tasks including device preparation, account setup, and new hire orientation support
Maintain accurate asset and software inventory within ServiceNow
Support mobile devices (iOS, Android) including management via Intune Endpoint Management
Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware
Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams)
Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint
Provide on-site support as needed, including assisting with IT equipment moves and office relocations
Participate in after-hours or on-call rotations based on business needs
Manage hardware order processing, invoice coding, and charge-back procedures in the financial system
Provide guidance and support to junior Desktop team members on ticket prioritization and handling
Assist with onboarding and training of new team members, supporting skill development and process adherence
Act as deputy when the team manager is unavailable
Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements
Maintain up-to-date documentation for support processes, workflows, and operational procedures
Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows
Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting
Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution
Provide feedback to enhance automated knowledge content and chatbot-driven deflection
Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams
Review and interpret endpoint analytics dashboards to help identify emerging support trends
Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region
Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence
Qualification
Required
3-4 years experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems
Strong customer service focus and interpersonal skills is a must
Experience with onboarding and training users
Excellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial
Ability to work under own initiative with limited guidance being required in own area of knowledge
Demonstrate aptitude for continuous learning and innovative thinking
Able to work with peers on a global scale
Able to work and communicate effectively with more senior IT and business staff
Proficiency with Windows OS is required
Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above
Audio and Visual – Zoom
Experience with hardware ordering and invoicing
Preferred
Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.)
A+ or Microsoft certification preferred
Experience with Mac and Linux OS is preferable
ITIL foundation certification is desirable
JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
H1B Sponsorship
Genesys has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase