Analyst Associate - Remote

Job Duties

Genesis10 is currently seeking an Analyst Associate - Remote position with a Leading Consumer Electronics Retailer located in Richfield, MN. This is an 3+ month contract opportunity. This position is 100% remote.

Compensation: $18.00 - $22.00 per hour, W2, based on qualifications

Shift: 10:00am - 6:30 PM CST, Monday through Friday

Position Overview:

This role involves providing technical support to end-users on various hardware, software, network, and peripheral issues. The associate will be responsible for making and receiving calls related to in-store infrastructure issues and working those issues to resolution within established SLAs while following defined incident handling processes.

Key Responsibilities:

Receive calls from stores, supply chain locations and onsite service technicians, performing remote troubleshooting through diagnostic techniques, probing questions, and the ServiceNow knowledge base

Make out-bound calls as required to resolve incident tickets, working with retail store employees and other headquarters support groups

Create incident tickets for each call received and create additional tickets as needed for defined scope activity

As necessary, dispatch parts and/or technicians to locations

Identify and escalate potential systemic issues, following internal problem management processes

Meet the minimum requirements of the team, as outlined in team expectations

Participate in continuous improvement by suggesting knowledge or process efficiency ideas whenever possible

Assist deployment field resources with troubleshooting issues

Coordinate the task workflow of deployment field resources to ensure timely completion of all tasks within project scope

Track completion of scope and receipt of required deliverables

Primary Requirements:

High school diploma, GED or equivalent

Basic knowledge of Microsoft Office tool suite

High technical aptitude, demonstrated in some technical support experience via professional, personal, or college environment

Good understanding of computer systems, mobile devices, and other tech products

Demonstrated ability to perform a process-driven approach to solve problems

Able to work various shifts as needed to provide appropriate store coverage

Strong written and verbal communication skills

Demonstrated customer service capabilities

Work well in a fast-paced, ever-changing environment

Desired Skills:

3+ months IT Help Desk experience or relevant schooling/experience

Previous customer service, retail or deployment experience

Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate

Basic technical retail environment hardware (ex. desktop, POS, printers, handheld scanners) and software knowledge

Experience using IT ticketing systems (e.g., ServiceNow)

Previous experience in an IT call center supporting a remote workforce

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 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.

Minimum Education Required

bachelor's degree

Minimum Experience Required

2

Shift

First (Day)

Number of Openings

1

Compensation

$

Postal Code

55423

Job Type

Full Time

Place of Work

Remote

Requisition ID

29067508

Job Benefits

See full job description