Genesys · San Francisco
Other
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Location: Menlo Park, CA, United States
Role Overview:
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. This position serves as a trusted technical resource, managing advanced ServiceDesk incidents and requests while building strong relationships and maintaining professionalism across the business. The role also supports the evolution of IT services through modern endpoint management, automation, and AI-assisted diagnostics, ensuring a consistent and frictionless employee experience.
Key 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
Coordinate with L3 and L4 global teams for advanced troubleshooting while maintaining ownership through resolution and ensuring service levels are met
Perform installation, maintenance, and repair work on client computing hardware and software
Support end-user device lifecycle including deployment, operations, updates, and retirement
Manage onboarding and off-boarding tasks including device preparation, account setup, and new hire support
Maintain accurate asset and software inventory within ServiceNow
Support mobile devices across iOS and Android platforms, including management through Intune
Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware
Support and maintain audio and visual equipment and meeting room technologies such as Zoom and Microsoft Teams
Perform administrative tasks within ServiceNow, Active Directory, Azure AD, and SharePoint
Provide on-site support as needed, including assisting with equipment moves and office relocations
Participate in after-hours or on-call rotations based on business needs
Manage hardware ordering, invoice coding, and charge-back procedures
Required Qualifications:
3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, operating systems, and network connectivity
Strong customer service focus with excellent interpersonal skills
Experience supporting onboarding and training users
Excellent written and verbal communication skills in English, with the ability to build rapport and communicate effectively at all organizational levels
Ability to work independently with limited guidance in own area of expertise
Demonstrated aptitude for continuous learning and innovative thinking
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
Experience with JamF for Apple device management
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
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 - $54.76Benefits:
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
Click here to view a summary overview of our Benefits.
Working at Genesys
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
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.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.