Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Location: Menlo Park, CA, United States Role Overview: Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations deliver empathetic, personalized experiences at scale. Within this environment, the IT Services Specialist plays a key role in delivering reliable, high-quality technology support across North America.
This position serves as a trusted technical resource, managing advanced ServiceDesk incidents and requests while building strong relationships and maintaining professionalism across the business. The role also supports the evolution of IT services through modern endpoint management, automation, and AI-assisted diagnostics, ensuring a consistent and frictionless employee experience. Key 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 the US, including executive-level support delivered with discretion and urgency Coordinate with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are met Perform installation, maintenance, and repair work on client computing hardware and software Support end-user device lifecycle including deployment, operations, updates, and retirement Manage onboarding and off-boarding tasks including device preparation, account setup, and new hire support Maintain accurate asset and software inventory within ServiceNow Support mobile devices across iOS and Android platforms, including management through Intune Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware Support and maintain audio and visual equipment and meeting room technologies such as Zoom and Microsoft Teams Perform administrative tasks within ServiceNow, Active Directory, Azure AD, and SharePoint Provide on-site support as needed, including assisting with equipment moves and office relocations Participate in after-hours or on-call rotations based on business needs Manage hardware ordering, invoice coding, and charge-back procedures Required Qualifications: 3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, operating systems, and network connectivity Strong customer service focus with excellent interpersonal skills Experience supporting onboarding and training users Excellent written and verbal communication skills in English, with the ability to build rapport and communicate effectively at all organizational levels Ability to work independently with limited guidance in own area of expertise Demonstrated aptitude for continuous learning and innovative thinking Ability to collaborate with peers on a global scale Ability to communicate effectively with senior IT and business stakeholders Proficiency with Windows operating systems Basic understanding of TCP/IP connectivity, VPN clients, and enterprise environments Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools Preferred Qualifications: Experience supporting mobile devices such as tablets, smartphones, and so