IT Support Specialist

Description

• Provide basic support for Gensler private cloud (Workspace) on the Citrix platform.
• Accept and perform special project assignments as deemed necessary by IT management.
• Support delivery and basic troubleshooting of Gensler standard operating systems, upgrades, and patches.
• Comply with vendor specific maintenance and repair procedures.
• Maintain and complete appropriate records for incident resolution in Gensler’s ticketing system.
• Provide first level service delivery and support for Microsoft and Apple platforms, Microsoft Office 365, and Microsoft Office products.
• Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the Gensler IT infrastructure.
• Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel.
• Install and troubleshoot remotely on user laptops through Bomgar (or other remote control tools)
• Develop rapport with staff to understand their technology skills and tailor hands-on support accordingly.
• 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.
• Provide technical support for conferencing and A/V systems in addition to Microsoft Teams and Zoom support.
• Effectively communicate and work with every level of employee from general end users to high level managers and Principals.
• 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.
• Install and configure other specialized (departmental) software and provide end user support.
• Establish and document configurations, installations, and best practices. Create support documentation appropriately for new issues.
• Determine most effective problem resolution to minimize client downtime.

Requirements

• Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality.
• Basic knowledge of VoIP-based telephones, or the use of softphones.
• High School diploma or GED, Associate of Science. or Technical degree (community or technical college), military technology training and certification
• 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.
• Basic knowledge of Apple iOS, and Android for mobile devices.
• Familiarity with Citrix environments (or similar virtual environments)
• Understand basic ITIL processes.
• 1-3 years paid experience performing IT help desk or customer technical assistance
• Microsoft Technology Specialist (MCTS), and/or Microsoft Solutions Associate (MCSA) certification
• Knowledge of basic enterprise networking. Experience in supporting LAN and wireless environments.
• 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.
• 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.
• Familiarity with Apple OS X configuration and networking.
• CompTIA A+ Certification or equivalent experience

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance