IT Desktop Services Support Specialist
The IT Desktop Services Support Specialist will be responsible for providing Tier 2 and Tier 3 problem resolution on all incoming requests from internal employees for technical assistance on all deployed technology systems
Problems which cannot be resolved will be dispatched to the appropriate subject matter expert and monitored for timely resolution within prescribed service levels and followed up on as needed.
Many of our systems and support functions fall under one of the various compliance directives we must follow such as Sarbanes Oxley, ISO9001:2008, ISO27001, etc. The candidate will be required to meticulously follow our documented procedures in rendering support and administering these systems.
-Monitor incoming support incidents and provide resolution or coordination.
-Strive to develop increasing breadth and depth of technical expertise with our systems with a goal of resolving 100% of reported problems within targeted service levels.
-Analyze systems issues and escalate to various internal subject matter experts as required for resolution or as required by separation of duties.
-Communicate issue status to users and management.
-Using automation tools, monitor production systems to ensure they are operating as expected.
-Provide end user training as required on new systems and upgrades of existing systems.
-Recommend system improvements based on user feedback and support issues.
-Seek to continuously improve basic methods and practices of the IT Services Desktop Support team.
-Position will require meticulous usage of incident tracking and knowledge management tools to capture and document troubleshooting and problem resolution procedures.
-Communicate procedures for reporting issues and expectations for issue resolution to the end users. #LI-AR3
Minimum Requirements
-Bachelor’s degree in Information Systems or relevant discipline.
-Minimum 2 year of professional business experience with demonstrated information systems technical acumen.
-Good balance of technical competence and people skills
-Eager to learn new technologies and concepts
-Solid problem solving skills with an acute attention to detail
-Self-motivated to bring issues to closure
-Willingness to provide excellent customer service
-Ability to multi-task, prioritize and be detail-oriented
-Flexible and adaptable
-Must be a team player
Work Context
-Uses computer frequently
-Communicates with customers/partners, discerns key issues and recommends solutions
-Compiles support information from multiple sources and writes documentation
-Infrequent travel to other Genesys locations for business meetings and support functions.
-Installs/removes computer equipment in labs/offices
-Lifts up to 50lbs.
Major Responsibilities/Activities
-Participate in projects that may include, but not limited to, DDPE, MalwareBytes, Druva, O365 OneDrive, ManageEngine, and others.
-Solid understanding of Active Directory.
-A+ and/or Network+ certification will be given higher consideration.
-Communicates regularly with peers and management
About Us:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.
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.
