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Technical Support Analyst
Ref No.: 18-07889
Location: Franklin, Wisconsin
Position Type:Contract
Start Date / End Date: 11/12/2018 to 11/11/2019
Genesis10 is currently seeking a Technical Support Analyst for a contract position lasting through 11/11/2019, working with a major insurance provider client in the Franklin, WI area.

  • Schedule for this shift will fall between 6:00 AM and 6:00 PM M-F after initial training
  • Technicians in this role provide technical support in a contact center
  • The role will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is performed over the phone and with remote access software
  • Support will include MS Windows 7, 8, and 10, MS Office 2013, 2016, and Office 365, laptops, desktops, printers, mobile devices and numerous in-house, commercial and mobile applications Experience with using and supporting MS Office and Outlook is required
  • You will take an average of 25 calls per day as the single point of contact for technical issues, requests, and questions for over 10,000 supported staff
  • This is a contract position with extension possible
  • To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include attendance, schedule adherence, first call resolution, quality and customer service
  • The main support hours are 6am-6pm M-F and each technician will be assigned an 8-hour shift within that window
  • During the assigned shifts, candidates should expect nearly 100% of their day on the phone
  • If any time in that 12-hour span has conflicts, these should be brought up at the first interview
  • Candidates should have at least 1 year of first level help desk call center experience, preferably in a multi-channel environment (telephone, on-line chat, etc.)
  • Experience with using and supporting MS Office and Outlook is required
  • Prior experience supporting Office 365 is a plus as well as prior experience using Cherwell for ticket creation
If you are a qualified candidate interested in this opportunity, please apply.

About Genesis10:
Genesis10 is a leading U.S. business and technology consulting firm with hundreds of clients needing proven talent and solutions to power their strategic initiatives. If you are a high performing business or IT professional with solid, referenced experience, we want to meet you. Genesis10 recruiters and delivery professionals are highly accomplished career advocates, who get to know you beyond your resume to position you with the opportunities that fit your skills, experience and aspirations. We have benefit options to fit your needs and a support staff that works with you from placement throughout your engagement – project after project. To learn more about Genesis10 and to view all our available career opportunities, please visit us at
"Genesis10 is an Equal Opportunity Employer, M/F/D/V”