Technical Support Analyst - Onsite

Job Description

Job Description

Genesis10 is currently seeking a Technical Support Analyst for a contract position with a Major Financial Services Company located in Milwaukee, WI.  This position is fully onsite.

Compensation: $39.00 - $41.00 per hour, W2, based on qualifications

Position Overview:
This role involves providing advanced domain-specific technical support to customers by troubleshooting and resolving incidents related to technology products and services. The ideal candidate will work on issues of moderate complexity, contribute to the knowledge base, and collaborate with cross-functional teams to ensure timely resolution.

Key Responsibilities:

• Follow customer support processes and best practices to open and resolve customer incidents and requests
• Properly document incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes
• Respond to customer inquiries and provide prompt expert solutions to their complex technical issues
• Analyze and diagnose common and moderately complex issues using knowledge bases and troubleshooting tools
• Independently contribute to the knowledge base by updating and creating support articles
• Identify recurring customer-facing trends and pain points to follow the problem management process
• Collaborate with cross-functional teams, including Tier 1, Tier 2, and Tier 3 (engineering), to escalate and coordinate the resolution of issues

Primary Requirements:

• Bachelor's degree in computer science, information technology, management information systems, or related field; or direct work experience
• Minimum of 1 year of professional experience, with at least one year in the information technology field
• Experience in a customer support role (technical or non-technical)
• Strong analytical troubleshooting and system analysis skills
• Customer-centric mindset with a passion for learning and building on core technical and business knowledge
• Strong interpersonal skills, both verbal and written
• Self-motivated and able to work self-directed in a collaborative environment
• Technical and business aptitude for the area supported

Desired Skills:

• Basic SQL knowledge
• Experience with Data Analysis
• Familiarity with system monitoring tools

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 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.