Posted in Other 17 days ago.
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 technologysupport 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 between three and five years of experience in ITsupport in large dynamic environments.Combined with a proven sense of ownership and excellent customer service, thissupport 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
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.
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.
Assist RTD to establish and maintain reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops.
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.
Creating MS Power BI reports and dashboards.
Managing MS SharePoint sites.
Meeting room and event based A/V support.
Active directory based User and Computer group management.
Imaging and deployment administration.
MAC administration and support.
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.
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.
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 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.
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.
Gensler is proud to be an equal opportunity workplace and is an affirmative action employer. All aspects of employment decisions will be based on merit, competence, performance, and business needs. We do not discriminate on the bases of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you need assistance or an accommodation due to a disability you may contact us here. We celebrate diversity and are committed to creating an inclusive environment for our colleagues.