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Technical Support, Level One
Ref No.: 20-03291
Category: Experienced Professional
Location: Franklin, Wisconsin
Start Date / End Date: 07/21/2020 to 07/20/2021
Genesis10 is currently seeking a Technical Support Analyst for a contract lasting through 07/20/2021 working with a major Insurance Company in Franklin, WI. This role offers a strong likelihood of extension or conversion to employee for successful consultants.
  • Most schedules for this shift will fall between 6:00 AM and 6:00 PM M-F after initial training. An initial training period of 5 weeks is required with hours 8:00 AM - 4:30 PM, Monday thru Friday. After training is completed, a shift will be assigned; these shifts may include 2nd/3rd shift hours or weekends depending on candidate availability. If any time in the 6:00 AM - 6:00 PM span has conflicts, these should be brought up at the first interview.
  • 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 10, Office 365, laptops, desktops, printers, mobile devices and numerous in-house, commercial and mobile applications.
  • We are currently in a “Work from Home” environment. Training and regular job responsibilities will be completed 100% remotely. This may change in the future. Please include location, ability to work in Franklin in the write-ups. All interviews will be via video conference. Backpack, keyboard, mouse, laptop, headset, and one external monitor will be provided to complete your daily tasks effectively (other equipment will be at the candidates cost).  A working internet connection is required, and a quiet workspace is recommended. 
  • Candidates 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 position is a contract position through the end of the calendar year with extension possible. To ensure your success and the success of the team, you will be measured on Key Performance Indicators. These include adhering to your schedule (especially attendance), quality and customer service. 
  • During the assigned shifts, candidates should expect nearly 100% of their day on the phone.
  • Experience with using and supporting MS Office and Outlook is required. 
  • 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.).
Preferred Skills:
  • Prior experience supporting Office 365
  • 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”