IT Support Specialist
New York, NY

Job Description

Your Role

As an IT Support Specialist, you will support a set of hardware, software and networking standards to enable better quality operations for the Digital Experience Design Group. You will generally focus on the day-to-day support of the New York office, but will also be asked to provide remote support for other offices in the global DXD network (Chicago, Atlanta, Los Angeles, San Francisco and Austin). In addition, you will continually collaborate and communicate with the larger distributed team of IT Support Specialists across the globe.

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 individual in this role will 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 administrators 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.
* Troubleshoots issues, including apps integration, using deep knowledge of Apple IOS and Mac OS.
* Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure.
* Provide installation and troubleshooting of core products including Adobe Creative Cloud, Cinema 4D, Houdini, Sketch, etc.
* Install and configure specialized software and provide end user support.
* Provide approved additional software installation and troubleshooting services.
* Image laptops and desktops appropriately during initial deployment, maintenance and end of life replacements.
* Maintain and complete appropriate records for incident resolution using ServiceNow.
* Comply with vendor specific maintenance and repair procedures.
* Identify options for collaborative storage.
* Assist with LAN, WAN, and WiFi configurations for lab and DXD work in appropriate offices.
* Order and distribute appropriate accessories (i.e. monitors, docks, keyboards, tablets, etc.) for mobility workstations.
* Establish and document configurations, installations, etc. Create support documentation appropriately for new issues.
* Assist staff in troubleshooting equipment such as projectors, printers, videoconferencing equipment, etc.

Your Qualifications

* Bachelor's Degree in Technology, Engineering, Computer Science, or technical trade school combined with three to five years of prior help desk and customer service experience.
* Enterprise level MacOS experience. Agency or consulting background a plus.
* Expertise using Apple Remote Desktop, Jamf Pro, and Scripting to manage MacOS computers and iOS devices.
* Extensive experience supporting Microsoft Office, Outlook Email client and Adobe Creative Suite applications on MacOS.
* Ability to thrive in dynamic, fast-paced, multi-team environment serving a global team.
* Experience writing instructional, process, or system documentation.
* Knowledge of basic networking concepts and desktop troubleshooting.
* A+ Certification in desktop support a plus.
* Ability to disconnect, lift and move PC's and Monitors (50 lbs) to new desks. Maneuver under counters and in tight spots to run cables and wires for PCs.

Life at Gensler

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.

As part of the firm's commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.

Gensler is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.

#LI-M1