Technical Support Analyst

Genesis10 is currently seeking a Technical Support Analyst for a contract lasting through January 2025 working with an insurance company in Franklin, WI.
Responsibilities:

• Deliver a distinctive welcoming digital workspace experience!
• Provides first level Technical Support at various levels of expertise and responsibility.
• May include support of Home Office and Field desktop hardware, Windows/MAC imaging, JAMf, software loads, diagnostic tools, applications and networks, inventory management, workflow process improvements, some desk side support within home office.
• Provides analysis and research needed to resolve issues presented to Computer Equipment Admin and/or Service Desk teams.
• Interface with a wide variety of internal clients on workstation hardware needs/issues.

Qualifications:

• Associates or Bachelor's degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience required
• Minimum of 2 years technical Help Desk experience Intermediate knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using software support tools.
• Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing/email/tickets at all levels in a succinct yet understandable fashion based on audience.
• Ability to perform basic computer setup skills, including Windows and MAC imaging, software loads and data transfers, accurately and efficiently
• Exhibits skill and efficiencies in physical desktop setups on the floor workstations, including monitor, dock and printer placement, testing desk setup with laptops, including cable management beneath desks and tracking of work progress
• Ability to transfer hardware inventory from stockrooms utilizing a manual pallet jack or wheeled carts, participate in physical inventory and track hardware assets in Service Now asset management software tool, accurately and efficiently
• Ability to physically lift 35 lbs and crawl under desks for equipment installs and cable mangement
• Demonstrated ability to use computer software packages, including Word, Outlook, Excel and Slack for communication and tracking of work
• Serves as a trusted advocate for the Computer Equipment Administration team
• Ability to work independently and with your team to consistently identify opportunities and improve work processes
• Adheres to strict confidentiality and privacy standards
• Achieves productivity standards and goals while maintaining the highest level of quality and service
• Takes ownership of duties assigned
• Demonstrates a willingness to shift work priorities to meet the needs of the business and demand
• Seeks more sophisticated assignments and issue resolution to gain experience in becoming a multi-functional technical domain specialist in both Field and home office technology support.
• Identifies process/ service improvement ideas with a continuous learning and improvement mentality. Partners with more experienced team members to help drive innovation and idea implementation where possible. Offers ideas related to improving the client experience.
• Ability to establish good interpersonal relationships with internal and external teams. Participates in temporary project / support assignments as needed.
• Strong oral and written communication skills, including ability to quickly establish rapport and build a distinctive client experience.
• Strong analytic skills and ability to tackle problems
• Keen attention to detail including proficiency in concise and understandable ticket documentation.

Must Have:

• MAC/WIN Imaging, ability to lift 35 lbs and crawl under desks for equipment installs and cable management.
• Use of basic MS Office Suite (Word, Excel, powerpoint)
• Strong customer service and resolution skills

Nice To Have:

• 1+ years of ServiceNow HAM Pro (Hardware Asset Management) experience
• Service Now Asset Tracker, Jira, DEP, JAMF, Zendesk Ticketing

If you have the described qualifications and are interested in this exciting opportunity, apply today!
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.
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.
Benefits of Working with Genesis10:
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.