This position is based in the Denver office, with standard business hours Monday to Friday, 8:30am – 5:30pm and will be required to be onsite.
As an IT Support Specialist II, you will provide first-line response to end user incidents received via service desk requests and office operational requirements. You will generally focus on the day-to-day support of the office and region but must continually collaborate and communicate with the larger distributed team of support staff 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 individuals within this team demonstrate high sense of ownership, collaboration, and excellent customer service. This position is focused on rapid service, timely technical support and highest quality of customer satisfaction, 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 team members from general end users to high level managers and Principals
Determine most effective problem resolution to minimize client downtime
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 including SketchUp, Rhino, and Adobe Creative Cloud products
Install, configure, and support other specialized (departmental) software and provide end user support
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
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
Support AV equipment and web conferencing functions
Perform special project assignments as deemed necessary by IT management
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
Maintain knowledge of and adherence to Company policies and procedures
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
Bachelors, Associates, or Technical Degree in Computer Engineering, Computer Science, or related field preferred, or equivalent experience or military training
5-8 years of prior related experience
Industry knowledge or experience in architecture, engineering, or construction is a plus but not required.
Strong knowledge and experience with Windows 10; Microsoft Office 365 (SharePoint, OneDrive, Teams, Outlook); Mac, 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
Knowledge of iPhone and Android mobile phones
Must be punctual and well presented
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
Must be able to work in a fast paced work environment
Qualifications Considered a Plus:
CompTIA A+ Certification in desktop support or similar
Certification in Cisco, Windows Desktop or Server, Mac, VMWare, ITIL considered a plus
Familiarity with using design tools like Adobe Creative Cloud and Autodesk products (ex. Revit, AutoCAD, etc.)
Knowledge and experience with Mac OS X in a corporate environment
Experience working with geographically diverse operations
Compensation for this position is based upon experience and estimated range is $57,000 – $78,000 annually + bonuses + benefits.
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.