As part of a distributed Regional IT team in Washington, DC and Charlotte, NC, this IT Support Specialist I role is located in the Atlanta, GA office. You will provide first-line response to end user incidents received via service desk requests and office operational requirements. You will generally be focused on the day-to-day support of their office and region, but will continually collaborate and communicate with the larger distributed team of support staff across the globe. Your success is linked to the overall performance of the team, the ability to cross-train other team members and share critical information in the goal of excellent customer response. The job may require travel to regional Gensler offices to provide the same level of support.
You are a self-starter and a skilled communicator (written and verbal) who can effectively manage and prioritize support tasks in a dynamic team. You demonstrate high sense of ownership, collaboration, and excellent customer service. You are focused on rapid service, support and satisfaction with quick incident closure rates, along with a friendly and helpful attitude. You 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.
Determine most effective problem resolution to minimize client downtime.
Provide first level diagnostics and support for MS Windows desktop hardware platforms, MS Office products including configuring the Desktop Outlook client for both online and offline usage, and other office automation software.
Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure for 500+ users.
Provide installation and occasional troubleshooting of core 2D and 3D drafting products including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software including SketchUp, Rhino, and Adobe Creative Cloud.
Install and configure other specialized (departmental) 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.
Comply with vendor specific maintenance and repair procedures.
Establish and document configurations, installations, etc. Create support documentation appropriately for new issues.
Assist Telecom Administrator to install and troubleshoot IP phones.
Assist staff in troubleshooting equipment such as projectors and videoconferencing equipment needs as required.
Assist staff with audio visuals in conference rooms as needed.
Associates Degree in Technology, Engineering, Computer Science, or technical trade school combined with one to two years of prior help desk and customer service experience. Preferred background in the architecture or engineering industry.
Extensive knowledge of Windows 10 and Microsoft Office 365
Knowledge of basic networking concepts and desktop troubleshooting.
A+ Certification in desktop support.
Familiarity with Macintosh OS X configuration including configuration and support of Outlook Email client in a corporate environment.
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.
Current knowledge of VoIP-based telephones and Smart Phones is helpful.
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.