Technical Support Analyst-2nd Shift M-F

Genesis
10 is seeking a Technical Support Analyst Associate for an ongoing contract with our client in Richfield, MN. This is a hybrid role with Wednesday required onsite.

Compensation: Hourly W2 pay rate $19- $22

Shift: Monday - Friday 12pm- 8:30pm

Provide technical support to end users on various hardware, software, network, and/or peripheral issues. Associate will be responsible for making and receiving calls related to in-store Infrastructure issues and working those issues to resolution within established SLAs and following defined incident handling expectations and processes.

• Receive calls from stores, supply chain locations and onsite service technicians, performing remote troubleshooting through diagnostic techniques, probing questions, and the Service Now knowledge base.
• Make outbound calls as required to resolve incident tickets, working with retail store employees and other headquarters support groups.
• Create incident tickets for each call received and create additional tickets as needed for defined scope activity.
• As necessary, dispatch parts and/or technicians to locations.
• Identify and upscalepotential systemic issues, following the Client's Problem Management processes.
• Meet the minimum requirements of the team.
• Participate in continuous improvement by suggesting knowledge or process efficiency ideas whenever possible.

• Assist deployment field resources with troubleshooting issues.
• Coordinate the task workflow of deployment field resources to ensure timely completion of all tasks within project scope.
• Track completion of scope and receipt of required deliverables.

• High school diploma, GED or equivalent.
• Basic knowledge of Microsoft Office tool suite.
• High technical aptitude, demonstrated in some technical support experience via professional, personal, or college environment.
• Good understanding of computer systems, mobile devices, and other tech products.
• Demonstrated ability to perform a process-driven approach to solve problems.
• Able to work various shifts as needed to provide appropriate store coverage.
• Strong written and verbal communication skills.
• Demonstrated customer service capabilities.
• Work well in a fast-paced, ever-changing environment.

• 3+ months IT Help Desk experience or relevant schooling/experience.
• Previous customer service, retail or deployment experience.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified:
  Modern Desktop Administrator Associate.
• Basic technical retail environment hardware (e.g., desktop, POS, printers, handheld scanners) and software knowledge.
• Experience using IT ticketing systems (e.g., Service Now).
• Previous experience in an IT call center supporting a remote workforce.

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, apply today!

• Access to hundreds of clients, most who have been working with Genesis
  10 for 5-20+ years.
• The opportunity to have a career-home in Genesis
  10; many of our consultants have been working exclusively with Genesis
  10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform.
• Medical, Dental, Vision.
• Health Savings Account.
• Voluntary Hospital Indemnity (Critical Illness & Accident).
• Voluntary Term Life Insurance.
• 401K.
• Sick Pay (for applicable states/municipalities).
• Commuter Benefits (Dallas, NYC, SF).

Genesis
10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.