Information Technology Desktop Systems Specialist

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships.

The IT Desktop Systems Specialist will be located in the Burlington office and will provide local hands-on IT support for users in the office and will also provide remote assistance for users located at other Genesys locations. This resource will also lead/parcipate in IT projects and initiatives to expand our IT service offerings in the client computing environment (e.g., Mac, asset mgmt etc.) and also on cross-functional IT projects.

* Support and maintain the desktop computing environment for the company’s US corporate office and for remote users and various locations as required. * This includes troubleshooting, configuring and repairing computer hardware, printers, software, network connectivity and operating systems. * This person will provide hands-on desk-side support assistance be responsible for client computing devices though all phases in the hardware and software lifecycle (e.g., deployment, operations/support and retirement of devices). * This person will perform the majority of the mentioned tasks while providing a high level of customer service to the users which also includes executive support. * Tier 2 technical escalation point for the outsourced Helpdesk Team for issues that cannot be resolved via phone or remote access * Perform installations, maintenance and repair work on production client computing hardware or software that supports the business * Enforce corporate security standards and industry best practices for the desktop computing environment * Manage work requests via a Helpdesk ticketing system and create documentation for support processes and workflow * Investigate and recommend hardware & software solutions & upgrades based on evolving business challenges * Provide periodic training or New Hire Orientation as required * Manage and maintain hardware and software inventory * Perform after hours or on-call work as required

* 5 years of experience with troubleshooting, configuring and repairing computer hardware, printers, software, network connectivity and operating systems * Strong customer service focus and interpersonal skills is a must * Proficiency with Windows OS and Mac OS is required * Excellent communication skills (written and spoken) * Excellent teamwork skills are required * Experience supporting mobile devices is preferred (i.e., tablets, smart phones, soft phones, etc.) * A+ or Microsoft certification preferred * Experience with Linux OS is a plus * Able to work independently and in a team environment * Demonstrated aptitude for continuous learning and innovative thinking