IT Services Specialist

Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The IT Services Specialist serves as a key technical resource, providing hands-on support and delivering high-quality customer service to employees across Canada.

Requirements

• Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues
• Provide hands-on and remote support to users across Canada
• Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution
• Manage onboarding/offboarding tasks including device preparation, account setup, and new hire orientation support
• Maintain accurate asset and software inventory within ServiceNow
• Support mobile devices (iOS, Android) including management via Intune Endpoint Management
• Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware
• Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams)
• Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint
• Provide on-site support as needed, including assisting with IT equipment moves and office relocations
• Manage hardware order processing, invoice coding, and charge-back procedures in the financial system
• Provide guidance and support to junior Desktop team members on ticket prioritization and handling
• Assist with onboarding and training of new team members, supporting skill development and process adherence
• Act as deputy when the team manager is unavailable
• Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements
• Maintain up-to-date documentation for support processes, workflows, and operational procedures
• Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows
• Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting
• Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution
• Provide feedback to enhance automated knowledge content and chatbot-driven deflection
• Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams
• Review and interpret endpoint analytics dashboards to help identify emerging support trends

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance