[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. Responsibilities Receive calls from stores, supply chain locations and onsite service technicians, performing remote troubleshooting through diagnostic techniques, probing questions, and the ServiceNow knowledge base Make out-bound calls as required to resolve incident tickets, working with retail store employees and other headquarters support groups Create incident tickets for each call received and create additional tickets as needed for defined scope activity As necessary, dispatch parts and/or technicians to locations Identify and escalate potential systemic issues, following internal problem management processes Meet the minimum requirements of the team, as outlined in team expectations Participate in continuous improvement by suggesting knowledge or process efficiency ideas whenever possible Assist deployment field resources with troubleshooting issues Coordinate the task workflow of deployment field resources to ensure timely completion of all tasks within project scope Track completion of scope and receipt of required deliverables Skills High school diploma, GED or equivalent Basic knowledge of Microsoft Office tool suite High technical aptitude, demonstrated in some technical support experience via professional, personal, or college environment Good understanding of computer systems, mobile devices, and other tech products Demonstrated ability to perform a process-driven approach to solve problems Able to work various shifts as needed to provide appropriate store coverage Strong written and verbal communication skills Demonstrated customer service capabilities Work well in a fast-paced, ever-changing environment 3+ months IT Help Desk experience or relevant schooling/experience Previous customer service, retail or deployment experience Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Modern Desktop Administrator Associate Basic technical retail environment hardware (ex. desktop, POS, printers, handheld scanners) and software knowledge Experience using IT ticketing systems (e.g., ServiceNow) Previous experience in an IT call center supporting a remote workforce Benefits 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) Company Overview Information 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/.