IT Support Specialist

Your Role

This position is based in the Los Angeles office, with standard business hours M-F, 8:30am - 5:30pm and will require to be onsite.

As an IT Support Specialist, you will provide first-line response to end user incidents received via service desk requests and office operational requirements. You will generally focus on the day-to-day onsite support of their office and region but must continually collaborate and communicate with the larger distributed team of support staff across the globe.

This position demands a self-starter and a skilled communicator (written and verbal) who can effectively manage and prioritize support tasks in a dynamic team. The individuals within this team demonstrate high sense of ownership, collaboration, and excellent customer service. This position is focused on rapid service, timely technical support and highest quality of customer satisfaction, with a friendly and helpful attitude. Successful administrators are open, empathetic, and can apply a broad range of basic technology knowledge.

What You Will Do

• Effectively communicate and work with every level of employee from general end users to high level managers and Principals.

• Determine most effective problem resolution to minimize client downtime.

• Provide first level service delivery and support for Microsoft and Apple platforms, Microsoft Office 365, and Microsoft Office products.

• Provide basic support for Gensler private cloud (Workspace) on the Citrix platform.

• Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the Gensler IT infrastructure.

• Install and configure other specialized (departmental) software and provide end user support.

• Install and troubleshoot remotely on user laptops through Bomgar (or other remote control tools)

• Support delivery and basic troubleshooting of Gensler standard operating systems, upgrades, and patches.

• Maintain and complete appropriate records for incident resolution in Gensler's ticketing system.

• Comply with vendor specific maintenance and repair procedures.

• Establish and document configurations, installations, and best practices. Create support documentation appropriately for new issues.

• Understand basic ITIL processes.

• Provide technical support for conferencing and A/V systems in addition to Microsoft Teams and Zoom support.

Additional Responsibilities

• Accept and perform special project assignments as deemed necessary by IT management.

• Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Gensler. Develop and expand knowledge of these technologies over time.

• Always seek to provide positive end-user experiences with Gensler technology, and seek to educate staff to get the most out of the Gensler infrastructure.

• Develop rapport with staff to understand their technology skills and tailor hands-on support accordingly.

• Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel.

• Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality.

Your Qualifications

• High School diploma or GED, Associate of Science. or Technical degree (community or technical college), military technology training and certification

• 1-3 years paid experience performing IT help desk or customer technical assistance

• 1-3 years job experience focused in at least one of the following IT disciplines: network technician, software development, cyber security support specialist, data center technician, or server setup and administration specialist.

• Experience with first level diagnostics and support for Microsoft Office 365, Windows 10 OS, PC hardware platforms, including provisioning user accounts, troubleshooting user accounts, and educating end users on use of Microsoft features and functions. Additional expertise in supporting MacOS, and LINUX platforms a plus.

• Knowledge of basic enterprise networking. Experience in supporting LAN and wireless environments.

• CompTIA A+ Certification or equivalent experience

• Familiarity with Apple OS X configuration and networking.

• Ability to disconnect, lift and move PC's and Monitors (25 lbs) to new desks. Maneuver under counters and in tight spots to run cables and wires for PCs.

• Basic knowledge of VoIP-based telephones, or the use of softphones.

• Basic knowledge of Apple iOS, and Android for mobile devices.

Optional, but preferred

• Familiarity with Citrix environments (or similar virtual environments)

• Microsoft Technology Specialist (MCTS), and/or Microsoft Solutions Associate (MCSA) certification

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. 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.

**The hourly salary will be estimated between $25-$27 plus bonuses and benefits and contingent on relevant experience. To learn more about our compensation philosophy and full benefits offerings, please visit Great People, Great Rewards | Gensler