Technical Support Analyst / Help Desk Analyst

We are currently seeking a Technical Support Analyst for a 18 month contract lasting through September 2024 working with an insurance company in Franklin WI.

18-month contract
Shift Needs:

1st Shift
2nd Shift
3rd Shift
Weekends

1. This posting is open to local candidates near Franklin, WI
a. Candidates will report onsite to our Franklin campus with the expectation to be in the office every Monday, Tuesday, and Wednesday (after the initial 5-7 weeks of training)
b. Interviews for this position will be held remotely utilizing Zoom
c. Fully remote work from home opportunities for 2nd shift, 3rd shift, and weekend candidates available after training is completed
2. Laptop and Equipment is provided to all candidates for this position
a. Other equipment outside of what we supply will be at the candidate's cost

Summary of Position:
Technicians in this role provide Technical Support in a contact center. The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed over the phone and with remote access software. Support will include Windows 10, Office 365, laptops, desktops, printers, mobile devices, and numerous in-house, commercial, and mobile applications.

Candidates will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), first contact resolution, quality, and customer service. During the assigned shifts, candidates should expect nearly 100% of their day to be on the phone.

Training:

Initial training period of 5-7 weeks is required with hours 8:00 AM - 4:30 PM Central, Monday thru Friday onsite in Franklin, WI
Permanent shifts will begin upon completion of Training
Shifts will be assigned after the interview process