IT Services Specialist - AI-Powered Tech Support (Remote)

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

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.