IT Support Specialist

At Gensler, we design for people. We leverage our global perspective and local presence to innovate at every scale. We’re not just designers. We’re tinkerers, craftspeople, visionaries, innovators and thought leaders. Fueled by passion and entrepreneurial spirit, our people bring new ideas to solve challenging problems. Whether you’re into sketching new ideas, hacking a building or growing client relationships in global markets, there’s something here for everyone.

Our depth of expertise spans disciplines—from aviation and transportation to education, hospitality, retail, technology and more. At our core we embody an entrepreneurial spirit, always looking ahead for new ways to innovate and add to our clients' success. We share the belief that design has the power to transform organizations and change lives; whether we’re refreshing a retailer’s brand, planning a new urban district or designing a super tall building.

Our work reflects an enduring commitment to sustainability, and we believe that a diversity of voices and cultures is one of the most powerful strategic tools for securing lasting competitive advantage.

As the world’s largest design firm, Gensler has a unique obligation and opportunity to focus on sustainability in the built environment. We deepened our commitment to combat the impact on climate change in the built environment when we launched Gensler Cities Climate Challenge (GC3) in 2019. This is our pledge to meet an ambitious goal: the elimination of all greenhouse gases from our work by 2030.

Your Role

Your daily tasks include prioritizing and managing end-user incidents in a fast-paced environment, whilst ensuring smooth office operations, and touch base regularly with your extended team in the Asia Pacific and Middle East (APME) region, to keep updated on the latest news and changes. You will meet all new staff and onboard their IT needs, preparing their laptops, software licenses, security access cards and other IT assets.

You are responsible for all IT asset management (including budgeting, procurement of hardware, software licenses, and lifecycle management), and will work with the global IT team on server, printing, network, Office 365, cyber security, internet, ISDN, and other essential IT services. You and your extended APME IT team will also champion IT to be the enabler and driver of innovation at Gensler.

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 technical downtime (including network, connection and WIFI issues)
• 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 such as SketchUp, Rhino, and Adobe Creative Cloud products
• Support remote users accessing virtual desktop infrastructure and VPN connections
• Administer user accounts and security controls within Active Directory, Entra and Intune
• Image laptops and desktops during initial deployment, maintenance, and end of life replacements, whilst maintaining the IT Assets inventory
• Comply with vendor specific maintenance and repair procedures
• Support AV equipment and web conferencing functions
• 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
• Conduct new hire IT orientations to support familiarity with Gensler IT protocols, 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
• Create annual IT CAPEX budgets and associated procurement processes, including ad-hoc IT purchases and subscriptions
• Manage vendor relationships for office internet and ISDN lines, and other IT related equipment
• Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality
  
  

Your Qualifications

• Bachelor’s in computer engineering, Computer Science, or related field preferred, or equivalent experience or military training
• 5-8 years of prior related experience, a background in the architecture or engineering industry is a plus
• 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
• 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
  
  

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
  
  

Life at Gensler

Gensler Asia-Pacific and Middle East is committed to Diversity, Equity and Inclusion through our Five Strategies. In partnership with our clients, we strive to create a just and equitable future for our communities and our colleagues. We celebrate our diversity and are focused on creating an inclusive workplace environment for all.

As a people-first organization, we are as committed to enjoying life as we are to delivering best-in-class design. From internal design competitions to research grants 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 and wellness programs. We also offer profit sharing 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.