Level 1 Service Desk Agent - Onsite

Level 1 Service Desk Agent - Onsite

Genesis10 is currently seeking a Level 1 Service Desk Agent for a 6+ month contract position with a Major Insurance Company located in Fort Worth, TX.

We are seeking a motivated and customer-focused Level 1 Service Desk Agent to join our IT support team. This role is dedicated to 100% phone-based support, serving as the first point of contact for all IT-related issues and requests. The successful candidate will provide excellent customer service, troubleshoot basic technical problems, and ensure that all incidents and requests are accurately logged and resolved or escalated within established Service Level Agreements (SLAs).

Responsibilities:

• Answer all incoming IT support calls promptly and professionally
• Provide exceptional customer service by actively listening, clarifying needs, and resolving issues when possible
• Log all support requests and incidents in the Service Management system (e.g., ServiceNow)
• Categorize, prioritize, and assign incidents accurately following established guidelines
• Perform initial triage and troubleshooting of common technical issues (e.g., password resets, account lockouts, basic connectivity issues)
• Resolve issues within scope at the first point of contact whenever possible
• Escalate unresolved incidents to Level 2 or appropriate support teams with detailed documentation
• Follow documented processes, procedures, and scripts to ensure consistency in service
• Update knowledge base articles with common resolutions and troubleshooting steps when required
• Ensure a positive experience by maintaining a polite, empathetic, and professional tone
• Communicate updates and resolution status to end users clearly and effectively
• Meet or exceed established KPIs (e.g., call answer time, first call resolution rate, customer satisfaction)
• Adhere to IT policies, security protocols, and compliance requirements

Requirements:

• High school diploma or equivalent (Associate or Bachelor's degree in IT preferred)
• 1-2 years of experience in a customer service, help desk, or call center environment
• Basic technical knowledge of Windows operating systems, Microsoft Office, email platforms, and password/account management
• Familiarity with IT Service Management tools (e.g., ServiceNow)
• Strong verbal communication skills and active listening abilities
• Ability to multitask in a fast-paced, high-call-volume environment
• Customer-oriented mindset with a focus on delivering excellent support

Desired Skills:

• CompTIA A+, ITIL Foundation, or similar certifications (preferred but not required)
• Prior experience in a high-volume IT service desk environment

Pay range: $24.00 - $26.00 per hour

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.