IT Support Specialist

Gensler, a globally recognized Architecture and Design firm, is seeking an IT Support Specialist to join the Houston office. The position plays an integral role in daily business interactions. The ideal candidate is a personable and polished individual with a strong desire to learn and grow.  They also have a fundamental passion for client services. 

Support Specialists provide first-line response to end-user incidents received via service desk requests and office operational requirements. Support Specialists are generally focused on the day-to-day support of the region, but must continually collaborate and communicate with the larger distributed team of support staff across the globe. The success of this position is linked to the overall performance of the team: the ability to cross-train other team members; and to share critical information in the goal of excellent customer service.

Support Specialists are primarily responsible for returning staff to billability as quickly as possible after a technology failure. Because the overall success of the technology support infrastructure is dependent upon this collaboration, Support Specialists are expected to be prodigious communicators and to share a hunger for knowledge about current and new technologies.

This position demands advanced knowledge of Microsoft O365 services, Power BI, PC, laptop, printer, and server hardware and between three and five years of experience in IT support in large dynamic environments. Combined with a proven sense of ownership and excellent customer service, this support individual provides first and second-level support in response to service desk incidents and requests from onsite and remote office clients with minimum supervision and direction. It is critical for this position that clients (end users) experience minimal downtime. This position empowers the team’s effort with a focus on proven problem-solving process skills with an in-depth knowledge of client needs and time constraints.

What You Will Do

• Assist the Regional Technology Director (RTD) in educating end users about desktop policies and in enforcement

• Maintain familiarity and working relationships with Firmwide functional teams (server, storage, email, and security teams)

• Visit clients to evaluate their business software and hardware needs when requested; provide informed recommendations to clients and RTD that comply with firmwide standards

• Assist RTD in establishing and maintain a reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops

• Triage service desk incident queues to ensure quick incident assignment; prioritize incidents to optimize all available resources

• Ensure that all critical incidents are responded to immediately during business hours and reasonably after hours; escalate tickets as necessary to RTD requesting non-standard software or hardware

• Manage MS SharePoint sites

• Provide meeting room and event-based A/V support as well as telecom and mobile device support

• Assist with server virtualization and administration, process automation, imaging and deployment, user accounts, data storage, and security administration

Your Qualifications

• A proven record, performing in a dynamic, team-based, technology support environment

• Strong communication and customer service skills

• Associate's degree in Technology, Engineering, Computer Science, or technical trade school

• 5+ years of prior help desk and customer service experience; preferred background in the architecture or engineering industry

• Extensive knowledge of Windows 10, Microsoft O365 cloud services

• Experience in server support and occasional off-hours maintenance

• Knowledge of basic networking concepts and desktop troubleshooting

• A+ Certification in desktop support

• Familiarity with Apple MacBooks including configuration and support of Outlook Email clients in a corporate environment

• Ability to disconnect, lift, and move PCs and monitors (50 lbs) to new desks; maneuver under counters and in tight spots to run cables and wires for PCs

• Current knowledge of MS Teams telephones and Apple iPhone enterprise support

This is not a hybrid or remote position. If you’re open to relocating to the Houston, Texas area, please apply! Non-local candidates are welcome. U.S. News & World Report’s 2023-2024 study ranks Houston in the top 10 places to live in Texas!! 

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. Our annual base salary range has been established based on local markets.

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.