Service Desk Analyst 1

Genesis10 is currently seeking a Service Desk Analyst I for a contract to hire position with a Major University located in Pittsburgh, PA. This is a 6- month on-site opportunity.

Pay Range: $20.00-22.00 per hour, W2

This role is responsible for providing service-focused first-level technical support to the user community through phone, email, chat, and walk-in encounters. In addition to front-line technical support, this position will provide technology sales floor support, including delivery of merchandise to customers and aiding in the retail purchasing process. Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customer's request on first contact.

Responsibilities:

• Monitor, track, and see customer issues through to resolution ensuring the highest level of customer satisfaction
• Identify the need for and develop self-help materials for customers and support staff
• Work as part of a highly collaborative support team
• Provide mentorship to student staff to support excellence in service delivery and professional development
• Work a flexible work schedule, especially during peak periods, as well as participate in an on-call rotation
• Complete other duties as assigned

Requirements:

• Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience
• 1+ years of technical expertise with end-user related technology hardware and software (Windows OS, VPN, laptop/desktop hardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions, IAM platforms)
• Experience with ITSM tools and remote support technologies
• Experience with Office 365 cloud-based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms
• Strong self-motivated team player with ability to work in a highly collaborative environment
• 2+ years' experience developing strong interpersonal, team and customer relationships
• 2+ years of experience demonstrating the ability to prioritize, multi-task and strong problem resolution skills
• 2+ years demonstrating strong analytical and problem-solving skills
• Strong written and verbal communication skills
• Ability to thrive in an environment of constant learning and require the ability to think critically
• Ability to manage projects to completion and meet deadlines
• Ability to communicate effectively at various levels of the organization

Desired skills:

• Help Desk Institute (HDI) certification

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

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, and Illinois)

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.

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