[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.ResponsibilitiesReceive calls from stores, supply chain locations and onsite service technicians, performing remote troubleshooting through diagnostic techniques, probing questions, and the ServiceNow knowledge baseMake out-bound calls as required to resolve incident tickets, working with retail store employees and other headquarters support groupsCreate incident tickets for each call received and create additional tickets as needed for defined scope activityAs necessary, dispatch parts and/or technicians to locationsIdentify and escalate potential systemic issues, following internal problem management processesMeet the minimum requirements of the team, as outlined in team expectationsParticipate in continuous improvement by suggesting knowledge or process efficiency ideas whenever possibleAssist deployment field resources with troubleshooting issuesCoordinate the task workflow of deployment field resources to ensure timely completion of all tasks within project scopeTrack completion of scope and receipt of required deliverablesSkillsHigh school diploma, GED or equivalentBasic knowledge of Microsoft Office tool suiteHigh technical aptitude, demonstrated in some technical support experience via professional, personal, or college environmentGood understanding of computer systems, mobile devices, and other tech productsDemonstrated ability to perform a process-driven approach to solve problemsAble to work various shifts as needed to provide appropriate store coverageStrong written and verbal communication skillsDemonstrated customer service capabilitiesWork well in a fast-paced, ever-changing environment3+ months IT Help Desk experience or relevant schooling/experiencePrevious customer service, retail or deployment experienceCertifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator AssociateBasic technical retail environment hardware (ex. desktop, POS, printers, handheld scanners) and software knowledgeExperience using IT ticketing systems (e.g., ServiceNow)Previous experience in an IT call center supporting a remote workforceBenefitsAccess 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 PlatformMedical, Dental, VisionHealth Savings AccountVoluntary Hospital Indemnity (Critical Illness & Accident)Voluntary Term Life Insurance401KSick Pay (for applicable states/municipalities)Commuter Benefits (Dallas, NYC, SF, and Illinois)Company OverviewInformation Technology and Services It was founded in 1999, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.genesis10.com/.