Service Desk Support Analyst - Hybrid

Genesis10 is currently seeking a Service Desk Support Analyst for a contract position with a Public Sector Organization located in St. Paul, MN. This is a 12+ month contract opportunity. This position will work on a hybrid schedule.

Compensation: $30.00 - $34.00 per hour, W2, based on qualifications

Position Overview:
The selected resource will provide technical support for incidents and requests reported by approximately 5,000 users. This includes, but is not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. The work is expected to be done remotely with rare on-site meetings.

Key Responsibilities:

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Meet real-time service objectives (RSOs)
• Ensure proper documentation and escalation of incidents and requests
• Respond to incidents and service requests within defined RSOs
• Document troubleshooting steps and resolutions
• Escalate issues appropriately
• Maintain knowledge base accuracy
• Follow security and identity verification procedures
• Provide knowledge transfer

Primary Requirements:

• High school diploma/GED with four (4) years' experience in Technical Support roles
• An Associate's degree substitutes for 2 years of experience
• A Bachelor's degree substitutes for 4 years of experience

Desired Skills:

• Knowledge of computer hardware, software, and mobile device components
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN
• Knowledge of Active Directory, Group Policy, and endpoint security tools
• Knowledge of ITIL best practices for incident and asset management
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues
• Skilled in prioritizing and resolving service tickets efficiently
• Skilled in communication and collaboration with users, technical staff, and management
• Skilled in analyzing and identifying trends or root causes of recurring technical issues
• Ability to identify potential IT security-related situations
• Ability to deliver high-quality, customer-focused technical support
• Ability to manage multiple priorities and meet deadlines in a dynamic environment
• Ability to adapt to evolving technologies and organizational needs

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 of 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