IT Services Specialist
About the role
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations deliver empathetic, personalized experiences at scale. Within this environment, the IT Services Specialist plays a key role in delivering reliable, high-quality technology support across North America.
Responsibilities
- Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk
- Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues
- Provide hands-on and remote support to users across the US, including executive-level support delivered with discretion and urgency
- Cookordination with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are met
- Support the evolution of IT services through modern endpoint management, automation, and AI-assisted diagnostics, ensuring a consistent and frictionless employee experience
Requirements
- 3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, operating systems, and network connectivity
- A strong customer service focus with excellent interpersonal skills
- Excellent written and verbal communication skills in English, with the ability to build rapport and communicate effectively at all organizational levels
- Demonstrated aptitude for continuous learning and innovative thinking
- Ability to work independently with limited guidance in own area of expertise
- Ability to collaborate with peers on a global scale
- Ability to communicate effectively with senior IT and business stakeholders
- Proficiency with Windows operating systems
- Basic understanding of TCP/IP connectivity, VPN clients, and enterprise environments
- Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools
Preferred Qualifications
- Experience supporting mobile devices such as tablets, smartphones, and softphones
- Familiarity with Mac and Linux operating systems
- Certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation
- Experience with Intune, Autopilot, ServiceNow, and endpoint analytics tools
- Exposure to audio and visual systems, including Zoom and webinar facilitation
- Understanding of IT security and access management principles
- Experience with hardware ordering and invoicing processes
- Familiarity with business telephony systems, including cloud and VoIP solutions
Pay
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $31.11 - $54.76
Schedule
Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $31.11 - $54.76
Benefits
- Medical, Dental, and Vision Insurance
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
What Happens After You Apply
Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.