Associate Technical Support Anaylst

Genesis10
18.00 22.00 Hour
life insurance, 401(k)

Dec 20, 2024
Genesis10 is seeking a Associate Technical Support Analyst for a contract with our client in Richfield, MN. This role is an ongoing contract wtih a Tu-Sat shift of 4:30 pm-12:30 AM. Target start date is January 20th with interviews taking place the week of January 6th. Onsite work is required. Job Description and Role Overview: Team supports end users at over 900 retail and supply chain locations, resolving hardware, software, network, and/or peripheral issues. You will receive calls from in-store, retail personnel related to in-store Infrastructure issues, independently working those issues to resolution following established incident handling processes and meeting resolution SLAs. You are encouraged to suggest knowledge or process changes to improve service delivery. You will be responsible to identify problem impacts and escalate potential systemic issues, following Problem Management processes. Promotion within the team is typical with outstanding performance. Transfer to other areas of corporate IT is supported. Key Responsibiities: Receive calls from retail store and supply chain locations to independently resolve IT issues, using provided ServiceNow knowledge base. Perform remote troubleshooting through diagnostic techniques and probing questions and determine the best solution based on the issue, troubleshooting findings, and details provided by callers Perform outbound calls to resolve ongoing issues are also performed. Work with retail personnel, IT support groups (L3, Engineering, RTI, etc.) and various service technicians to resolve issues and escalate new or systemic issues to the next tier of support Acknowledge and update incidents for work performed in Client ITSM to restore service Perform queue management tasks like incident acknowledgement, incident assignment, task reviews, etc. Coordinate dispatch of third party service technicians to restore service to IT equipment at remote locations Participate in the training/onboarding of new hires, including New Hire Mentorship. Participate in development testing of new tools and processes. Ability to take on new projects and special assignments. Take an active role in incident and problem investigations, identifying and escalating potential systemic issues. Minimum Basic Requirements: Minimum 6 months Technical Support Desk experience, supporting remote users or relevant schooling/experience Detailed knowledge of computer systems, mobile devices, and other tech products , including Workstations, POS, printers, handheld scanners, network peripherals, software support, and operations systems ServiceNow or other ticketing system experience Completion of secondary education in a technical discipline Customer-oriented, highly motivated, focused on providing the best service possible. Ability to work in a fast paced, ever-changing technical landscape. Advanced knowledge of Microsoft Office tools Strong written and verbal communication skills. Preferred Previous retail experience of any kind Experience in mentoring and training new team members Compensation: Hourly W2 pay rate $18.00 - $22.00 We have access to additional contract, contract-to-hire, and direct hire positions with various rate ranges. Benefits of Working with Genesis10: For contract roles, Genesis10 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. Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 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, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. 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 Genesis10 for 5-20+ years. The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 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) Remote opportunities available For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website. Genesis10 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. #DIG10-MN Genesis10-74123698