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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - Mid Level - **Company:** Gensler - **Location:** Miami, FL, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** Active Directory, Business Software, Microsoft Outlook, Networking Basics, Power BI, Cloud Services, Server Supported Gaming, Server Virtualization, Microsoft SharePoint, Data Storage Technologies, Office365, Information Technology, Hardware Infrastructure, Windows Client, User Accounts - **Published:** October 4, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18533656?backUrl=%2Fcareer%2F18533656%2FIt-Support-Specialist-Mid-Level-Florida-Miami ## About the Role * 6+ years of IT work experience as it relates to the job responsibilities * A proven record, performing in a dynamic, team-based, technology support environment * Associates Degree in Technology, Engineering, Computer Science, or technical trade school combined with three to five 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 client in a corporate environment * 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 * Current knowledge of MS Teams telephones and Apple iPhone enterprise support * Strong communication and customer service skills ## Description 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 technologysupport 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 six plus years of experience in ITsupport within large dynamic environments.Combined with a proven sense of ownership and excellent customer service, thissupport 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 focus on proven problem solving process skills with an in-depth knowledge of client needs and time constraints. What You Will Do * 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 * Application support * Meeting room and event based A/V support * 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 client and RTD that complies with firmwide standards * Accept travel requests for on-site configuration and support in regional offices * Assist the Regional Technology Director (RTD) in educating end users about desktop policies and in enforcement * Assist RTD to establish and maintain reserve supply of computer inventory to cover new hires and temporary replacements of desktops and laptops * Creating MS Power BI reports and dashboards * Managing MS SharePoint sites * Active directory based User and Computer group management * Imaging and deployment administration * MAC administration and support * Process automation * Server virtualization and administration assistance * Software and hardware asset inventory tracking and management oversight * User accounts, data storage and security administration assistance * Telecom and mobile device support