IT Support Specialist

Your Role

This position is based in the Seattle, WA office, with standard business hours M-F, 8:30am - 5:30pm. This is not a remote position.

At Gensler we help companies innovate. We design spaces, services and environments for organizations seeking new ways to provide value by fostering healthier, more effective workplaces. As a Support Specialist, you will provide first-line response to end user incidents received via service desk requests and officeoperational requirements.

You willgenerally focus on the day-to-day support of the Seattle office and Northwest region but must continually collaborate and communicate with the larger distributed team of support staff across the globe. You will also be asked to travel to the Portland, OR and Vancouver, BC offices, when scheduled.

This position requires a self-starter and a skilled communicator (written and verbal) who can effectively manage and prioritize support tasks in a dynamic team. The individuals within this team need to have a high sense of ownership, collaboration, and excellent customer service. This position is focused on rapid service,timely technicalsupport andhighest quality of customersatisfaction,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

• Provide first and second level support for Windows and Mac client computers, MS Office 365 applications including Outlook and Teams
• 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 basic troubleshooting of core 2D and 3D drafting products including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software such as SketchUp, Rhino, and Adobe Creative Cloud products
• Support remote users accessing virtual desktop infrastructure
• Administer user accounts and security controls within Active Directory
• Image laptops and desktops during initial deployment, maintenance and end of life replacements
• Comply with vendor specific maintenance and repair procedures
• Support AV equipment and web conferencing functions
• Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Gensler. Develop and expand knowledge of these technologies over time
• Develop rapport with staff to understand their technology skills and tailor hands on support accordingly
• Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions
• Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality

Your Qualifications

• Bachelor's or Associate's Degree in Computer Engineering, Computer Science, or related field preferred, or equivalent experience or military training
• 5-8 years of proven experience, related to the job duties listed above
• Strong knowledge and experience with Windows 11, Microsoft Office 365 (SharePoint, OneDrive, Teams, Outlook); MacOS, Microsoft Active Directory
• Knowledge of basic networking concepts and desktop troubleshooting
• 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
• Expert knowledge of iPhone and Android mobile phones
• Ability to work independently or in a team
• Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills
• Participate in occasional off-hours and weekend support of system upgrades and initiatives

Qualifications Considered a Plus:

• CompTIA A+ Certification in desktop support or similar
• Certification in Cisco, Windows Desktop or Server, MacOS, ITIL considered a plus
• Familiarity with using design tools like Adobe Creative Cloud and Autodesk products (ex. Revit, AutoCAD, etc.)
• Experience working with geographically diverse operations

*The base salary will be estimated between $37.00 - $45.00 per hour plus bonuses and benefits, contingent on relevant experience.

Life at Gensler