📁
IT
📅
2000002V Requisition #

Genesys IT is looking for a Desktop Systems Specialist to join our Deskside Support team in the company’s Raleigh, NC office.  The primary focus of this role is to support and maintain the desktop computing environment on-site and for remote users and various locations as required.  This includes troubleshooting, configuring and repairing computer hardware, printers, software, network connectivity and operating systems. This person will provide hands-on desk side support assistance and be responsible for client computing devices though all phases in the hardware and software lifecycle (e.g., deployment, operations/support and retirement of devices).   This person will perform most of the mentioned tasks while providing a high level of customer service to the users which also includes executive level support.


Responsibilities:

  • Provide high level customer support with a focus on ownership and follow-through with every interaction.
  • Tier 2 technical escalation point for the Global IT ServiceDesk team for issues that cannot be resolved via phone or remote access.
  • Perform installations, maintenance and repair work on production client computing hardware or software that supports the business.
  • Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
  • Investigate and recommend hardware & software solutions & upgrades based on evolving business requirements.
  • Enforce corporate security standards and industry best practices for the desktop computing environment.
  • Strong Video Conference and presentation support skills, preferably with Zoom and Zoom rooms.
  • Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
  • Provide periodic training or New Hire Orientation as required.
  • Perform support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc.
  • Basic server/network/telephony support (racking servers, building phones)
  • Manage and maintain hardware and software inventory.
  • Perform after hours or on-call work as necessary.
  • Provide routine administration and housekeeping tasks.


Qualifications/Skills Required and Preferred:

  • 2-3 years’ experience in IT Support in a professional environment, configuring and repairing computer hardware, printers, software, network connectivity and operating systems.
  • Strong customer service focus and interpersonal skills is a must.
  • Outstanding communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service.
  • The ability to communicate effectively face to face and in writing with people at various levels in an organization.
  • Extensive technical knowledge of Mac OS 10.14, 10.15, Windows OS.
  • Experience is supporting mobile devices, iOS and Android.
  • Experience with Zoom and Zoom rooms.
  • Able to work with peers on a global scale.
  • Demonstrated aptitude for continuous learning and innovative thinking.
  • Must be able to lift up to 25 lbs.

 

About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. 

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-CC1


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