[Remote] Analyst Associate (IT Support)

Note: The job is a remote job and is open to candidates in USA. Genesis10 is currently seeking an Analyst Associate for a remote position with a leading consumer electronics retailer located in Richfield, MN. This role involves providing technical support to end-users on various hardware, software, network, and peripheral issues, while ensuring issues are resolved within established SLAs.

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

Skills

• 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
• 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

Benefits

• 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)

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