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 between three and five years of experience in IT support in 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 mínimal 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 satellite or regional offices
- Assist the Regional Technology Director (RTD) and local IT Manager in educating end users about desktop policies and in enforcement
- 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 Excel and Power BI reports and dashboards
- Managing MS SharePoint sites
- Application support
- Meeting room and event-based A/V support
- 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
- Minimum 3 years of experience prior IT technical support and customer service experience, preferred background in the architecture or engineering industry.
- Associates Degree in Technology, Engineering, Computer Science, or technical trade school.
- A+ Certification in desktop support or willingness to achieve certification within the first year
- Extensive knowledge of Windows 10, Microsoft O365 cloud services
- 100% bilingual English/Spanish, well written with excellent verbal communication skills
- A proven record, performing in a dynamic, team-based, technology support environment
- Experience in server support and occasional off hours maintenance
- Knowledge of basic networking concepts and desktop troubleshooting
- 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 subsidized health and life insurance, profit sharing, annual bonus, LinkedIn learning, holiday observance, additional PTO days every 5 years and employee assistance programs.
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