Production​/Technical Support

Service Desk Support Analyst
- Hybrid

Genesis
10 is currently seeking a Service Desk Support Analyst
- Hybrid for a contract position with a Global Financial Institution located in Pennington, NJ. This is a 12+ month contract opportunity.

This role provides first-line support for internal employees via voice and chat channels as part of a 24/7 Global Service Desk. The successful candidate will have excellent customer care skills and work in a fast-paced environment, managing multiple live chats and performing basic troubleshooting of Microsoft applications and proprietary systems. This is a hybrid position requiring four days in the office and one day remote, contingent on performance.

• Provide first-line technology support to internal resources via voice and chat channels
• Effectively manage multiple live chats simultaneously while achieving core metrics
• Perform basic troubleshooting of Microsoft applications and proprietary systems
• Document tickets clearly for second-line teams when first-line resolution is not possible
• Partner with regional and international teams to deliver best-in-class client care

• 1-3 years of relevant experience
• Excellent client care and customer service skills
• Ability to work well as part of a team and build relationships with global partners
• Excellent organizational skills with the ability to prioritize workload
• Ability to multitask and maintain focus in a fast-paced environment
• Ability to consistently meet or exceed performance targets and goals

• Experience in a technology call center or customer service role
• Ability to utilize multiple resources to determine causes and resolutions of technical issues
• Hardware support experience with Windows 10/11
• Software knowledge of MS Office suite, Office 365, SharePoint, and Skype
• Network experience with Citrix, VPN, and Cisco Any Connect
• Familiarity with ITSM Remedy

Pay range: $11.03 - $19.03 per hour

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!