IT Support Specialist - Mid Level

Gensler; Miami (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Disability & Wellness programs

401k & Profit Sharing

Employee Stock Ownership

Bonus opportunities

Tuition/ Licensure reimbursement

Job summary

Gensler in Miami, FL seeks an IT Support Specialist to deliver first-line end-user support, manage service desk incidents, and assist regional IT operations with a focus on rapid problem resolution and customer service.

The role requires advanced knowledge of Microsoft O365, Power BI, Windows 10, MacOS, and hardware support, with 6+ years in dynamic environments; travel to regional offices may be requested, and the office is not remote.

Qualifications

• 6+ years of IT work experience related to the role responsibilities.
• Experience in dynamic, team-based technology support environments.
• Associates Degree in Technology, Engineering, CS, or technical trade school with 3–5 years help desk experience.

Responsibilities

• Triage service desk incidents and prioritize for quick resolution.
• Provide application and desktop support, including AV setup.
• Maintain MS Power BI reports and SharePoint sites; manage AD groups.

Skills

IT support

Windows 10

O365

A+ Certification

MacOS support

Customer service

Communication

Education

Associates Degree in Technology/Engineering/CS

Tools

Power BI

SharePoint

Active Directory

Job description

General Information

• Posting Date: 10-02-2026


• Time Type: Full-Time


• Job ID: 9155


• Areas of Expertise: Information Technology


• Job Category: IT

Locations

• Miami, FL, US

Your Role

Support Specialists provide first-line response to end user incidents received via service desk requests and office operational requirements. Support Specialists are 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.

Support Specialists are primarily responsible for returning staff to billability as quickly as possible after a technology failure. Because the overall success of the technology support infrastructure is dependent upon this collaboration, Support Specialists are expected to be prodigious communicators and to share a hunger for knowledge about current and new technologies.

This position demands advanced knowledge of Microsoft O365 services, Power BI, PC, laptop, printer and server hardware and six plus years of experience in ITsupport within 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

• 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 RTD requesting non-standard software or hardware


• Application support


• Meeting room and event based A/V support


• Maintain familiarity and working relationships with Firmwide functional teams (server, storage, email, and security teams)


• Visit clients to evaluate their business software and hardware needs when requested; Provide informed recommendations to client and RTD that complies with firmwide standards


• Accept travel requests for on-site configuration and support in regional offices


• Assist the Regional Technology Director (RTD) in educating end users about desktop policies and in enforcement


• Assist RTD to establish and maintain reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops


• Creating MS Power BI reports and dashboards


• Managing MS SharePoint sites


• 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

• 6+ years of IT work experience as it relates to the job responsibilities


• A proven record, performing in a dynamic, team-based, technology support environment


• Associates Degree in Technology, Engineering, Computer Science, or technical trade school combined with three to five years of prior help desk and customer service experience; Preferred background in the architecture or engineering industry


• Extensive knowledge of Windows 10, Microsoft O365 cloud services


• Experience in server support and occasional off hours maintenance


• Knowledge of basic networking concepts and desktop troubleshooting


• A+ Certification in desktop support


• Familiarity with Apple MacBooks including configuration and support of Outlook Email client in a corporate environment


• Ability to disconnect, lift and move PC's and monitors (50 lbs) to new desks; Maneuver under counters and in tight spots to run cables and wires for PCs


• Current knowledge of MS Teams telephones and Apple iPhone enterprise support


• Strong communication and customer service skills

*This role is not remote; we look forward to working with our new IT Support Specialist in our incredible Miami office.

#LI-SC1

Life at Gensler

At Gensler, we are as committed to enjoying life as we are to delivering best-in-class design. From curated art exhibits to internal design competitions to \"Well-being Awareness Week,\" our offices reflect our people's diverse interests.

We encourage every person at Gensler to lead a healthy and balanced life. Our comprehensive benefits include medical, dental, vision, disability, wellness programs, flex spending, paid holidays, and paid time off. We also offer a 401k, profit sharing, employee stock ownership, and twice annual bonus opportunities. Our annual base salary range has been established based on local markets.

As part of the firm's commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.

NOTICE TO APPLICANTS

We are proud to be an Equal Employment Opportunity and Affiantive Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state and local law.

Individuals with disabilities and protected veterans are encouraged to apply. We also consider qualified applicants with criminal histories consistent with federal, state and local law.

See also Know your rights: Workplace discrimination is illegal, right to work and E-verify program, as required by law.

Gensler endeavors to make gensler.com/careers accessible to all applicants. If you need assistance or an accommodation due to a disability, you may contact us.

Regarding Gensler's approach to recruiting new talent, we will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with Gensler to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing Gensler should email [e-mail].