IT Services Specialist

Genesys Cloud Services, Inc.; Menlo Park (CA); On-site; USD 43,000 - 76,000; Full time

Benefits offered by this job

Health Insurance

Telehealth

Flexible work

Career growth

PTO + holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys Cloud Services, Inc. in Menlo Park, CA, is hiring an IT Services Specialist to deliver reliable, high-quality technology support across North America.

You will handle escalated incidents, perform hands-on hardware and software repairs, and ensure smooth onboarding and device lifecycle management. The role requires 3–4 years of experience, strong customer service, excellent English communication, and proficiency with Windows, AD/Azure AD, and endpoint management tools.

Qualifications

• 3–4 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.

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.

Skills

Customer service

Communication

Independent work

Lifelong learning

Global collaboration

Windows OS

TCP/IP basics

Active Directory / Azure AD / M365

Endpoint management tools

Tools

Intune

JamF

Autopilot

ServiceNow

Endpoint analytics tools

Azure AD

Job description

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 softphones
• Experience with JamF for Apple device management
• Familiarity with Mac and Linux operating systems
• Certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation
• Experience with Intune, Autopilot, ServiceNow, and endpoint analytics tools
• Exposure to audio and visual systems, including Zoom and webinar facilitation
• Understanding of IT security and access management principles
• Experience with hardware ordering and invoicing processes
• Familiarity with business telephony systems, including cloud and VoIP solutions

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$31.11 - $54.76

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

Working at Genesys

• AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

About Genesys

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail].

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Be the one building what's next - where AI, experience and impact come together.