Service Desk Specialist - Onsite

Location: Glenmont

Genesis
10 is currently seeking a Service Desk Specialist for an on-site position with a Major Insurance Company located in Albany, NY or Springfield, MO. This is a contract to hire opportunity. Compensation: $28.00 - $30.00 per hour, W2, based on qualifications

Position Overview:

This role serves as the first point of contact for end-users, providing technical support via live chat, self-service portal, and phone. The ideal candidate will have strong customer service skills and experience in a fast-paced enterprise environment, focusing on troubleshooting, issue resolution, and accurate documentation within a ticketing system.

Key Responsibilities:

Serve as the first point of contact for end users by providing technical support via live chat, self-service portal, and phone Diagnose, troubleshoot, and resolve hardware, software, and application-related incidents and service requests Document, categorize, prioritize, and manage incidents and requests accurately within the ticketing system Use published Knowledge Base (KB) articles to ensure consistent, compliant, and efficient issue resolution Ask targeted questions to fully understand the user's issue and determine the appropriate resolution path Resolve issues at first contact when possible and escalate appropriately to higher-level support teams when outside scope Adhere to defined SLAs, response times, and resolution targets Participate in shift-left initiatives by resolving eligible requests and incidents at the Service Desk level Provide baseline User Access Management (UAM) support, including identity verification, password resets, and account unlocks Ensure all access-related requests follow least privilege principles, documented approvals, and audit requirements Escalate complex or exception-based access requests to appropriate teams Act as an initial trigger for critical/major incident management Maintain a strong customer service focus, ensuring a positive support experience Contribute to continuous improvement initiatives, including Knowledge Base creation and process improvements Primary Requirements: 2–3+ years of relevant experience in IT support, service desk, or a related role Working knowledge of ITIL concepts and service management best practices Experience supporting users in a corporate environment (financial services experience is a plus) Strong ability to troubleshoot and resolve technical issues with sound judgment Excellent verbal and written communication skills Ability to clearly explain technical concepts to non-technical users Strong documentation and organizational skills Desired skills:

Experience with ticketing systems (e.g., Service Now) Familiarity with Knowledge-Centered Service (KCS) Experience supporting identity, access, and collaboration tools (e.g., M365, VPN, MFA) Customer service, call center, or high-volume support experience Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis
10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis
10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis
10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with…