IT Support Specialist II

At Gensler, we design for people. We leverage our global perspective and local presence to innovate at every scale. We're not just designers. We're tinkerers, craftspeople, visionaries, innovators, and thought leaders. Fueled by passion and entrepreneurial spirit, our people bring new ideas to solve the world's most challenging problems, like designing a more resilient, inclusive, and equitable future for our communities and cities.

Our people-centered, "People First" culture and "One Firm-Firm" motto promotes integrated teams that unite to shape the future of cities. Gensler's vision is to "Create a Better World through the Power of Design," and we do that by our deep commitment to our clients and by fostering a collaborative, diverse, and inclusive environment that enables our people to create impactful solutions together.

Your Role

• As an Information Technology Support Specialist II, you will provide second-line response to escalated incidents and service requests from the global, regional, and local offices and studios. You will be in constant collaboration with regional IT support staff and the Co-CEO Hub IT functional groups. This collaboration will entail supplying advance troubleshooting of issues, advising/training of regional staff on how they can address known issues and communicate up to the Hub IT Functional groups on trending issues that need to be addressed.
• Expanded responsibilities include managing the ordering of hardware and replacement Lifecyle of 350 Co-CEO Hub team members. You will also be the point of contact for staff onboarding and offboarding in the Co-CEO Hub for IT related services.
• 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, support, and satisfaction with quick incident closure rates, along with a friendly and helpful attitude. Successful Support Specialists 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 second level service delivery and support for Microsoft, Apple and mobile hardware, operating systems, and various business applications.
• Provide support for Gensler Virtual Desktop Infrastructure (Workspace) on the Citrix platform.
• Provide basic troubleshooting and delivery of Gensler standard operating systems and upgrades.
• Maintain and complete appropriate records for incident resolution in Gensler's service management system.
• Plan, schedule and preform onboarding and offboarding of Co-CEO Hub staff for all IT related functions. Including hardware and software training.
• Maintaining and monitoring end user hardware for lifecycle expiration and taking a proactive approach on replacing said hardware
• Knowledge Base documentation upkeep by creating supporting documentation.
• Understand basic ITIL processes.
• Always seek to provide positive end user experiences with Gensler technology, and seek to educate end users to get the most out of the Gensler infrastructure.

Your Qualifications

• Associate degree in Computer Science or Computer Information Systems plus a minimum of 8+ years of IT related experience.
• Tier 2 support experience in an enterprise desktop environment
• 4+ years of Microsoft Directory Services experience
• Excellent troubleshooting skills and solution development skills
• Comfortable working within a service management system and understand the change and release lifecycle
• Experience with first and second level diagnostics and support for Microsoft 365 services, Microsoft, Apple, Android Operating Systems, Windows, Mac and mobile device hardware platforms, and end user education.
• Ability to demonstrate an aptitude for end user education.
• Ability to disconnect, lift and move IT related equipment. Maneuver under counters and in tight spots to run cables and wires for PCs.
• Knowledge of Mobile Device Management for iOS/iPadOS and Android a plus
• Knowledge of PowerShell a plus
• Knowledge of basic enterprise networking a plus
• Microsoft Certified IT Professional or relevant certification a plus
• ITILv3 Foundations Certification a plus

Life at Gensler

Gensler is committed to Diversity, Equity and Inclusion. Through our Five Strategies to Fight Racism, we continue to create a just and equitable future for our colleagues and our communities with our clients. We are a solid voice for social change as we impact people's lives and fight racism. At Gensler, we celebrate diversity and are committed to creating an inclusive workplace environment.

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.

** the compensation range in Los Angeles is between $70-80k plus bonuses and benefits and contingent on relevant experience**

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