Technical Support Analyst

Company: Genesis10
Location: Milwaukee
Posted on: November 23, 2020

Job Description:

Genesis10 is currently seeking several Technical Support Analysts for a contract position starting in January, working with a major insurance provider client in the Franklin, WI area. There is a strong chance to convert to full time andor extend beyond December 2021 Description Most schedules for this shift will fall between 600 AM and 600 PM M-F after initial training. An initial training period of 5 weeks is required with hours 800 AM - 430 PM, Monday thru Friday. After training is completed, a shift will be assigned these shifts may include 2nd shift hours or weekends depending on candidate availability and staffing needs. 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 MS 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 10,000 supported staff. This position is a contract position through the end of the calendar year with extension possible. 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), quality and customer service. The main support hours are 6am-6pm M-F and each technician will be assigned an 8-hour shift within that window. During the assigned shifts, candidates should expect nearly 100 of their day on the phone. If any time in that 12-hour span has conflicts, these should be brought up at the first interview. We are currently in a "Work from Home environment. Training and regular job responsibilities will be completed 100 remotely. This may change in the future. Please include location and ability to work in Franklin in the write-ups. All interviews will be via video conference. Backpack, keyboard, mouse, laptop, headset, and one external monitor will be provided to complete your daily tasks effectively (other equipment will be at the candidates cost). A working internet connection is required, and a quiet workspace is recommended. Requirements Experience with using and supporting MS Office and Outlook is required. Candidates should have at least 1 year of first level help desk call center experience, preferably in a multi-channel environment (telephone, on-line chat, etc.). Preferred Skills Prior experience supporting Office 365 Experience using Cherwell for ticket creation. If you are a qualified candidate interested in this opportunity, please apply. About Genesis10 Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations.cl We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at www.genesis10.com . "Genesis10 is an Equal Opportunity Employer, MFDV" DIG10-MW Genesis10-74123698

Keywords: Genesis10, Milwaukee , Technical Support Analyst, Other , Milwaukee, Wisconsin