Help Desk Tier 2

Genesis10 is seeking a Service Desk Technician for our client in the transportation industry. This 12 month contract position is located in Dallas, TX 75201. 100% onsite.

Shift: Mon - Fri from 8AM - 5PM

Description:
The role of the Service Desk Level II is to ensure proper computer operations so that end-users can carry out business tasks. The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the Service Now toolset and requires phone, in-person, hands-on assistance at the desktop level.

Responsibilities:

• Provides Tier-2 support for the service desk. Addresses and resolves technical issues with internal clients related to computer software and hardware, including assisting with issues escalated beyond Tier-1.
• Responsibility will be getting A/V equipment put up and other responsibilities and tasks as requested to help Andrey. This required the ability to lift up to 50lbs.
• Installs desktops, laptops, printers, scanners, monitors, and all devices related to a workstation.
• Has working knowledge and proficiency with Windows Operating Systems, MS Office suite, and Service Now
• Serves as an escalation point for customer service issues and serves as an escalation point to Tier-1 positions.
• Receives, logs, and manages calls from internal staff via telephone and ServiceNow. Triage incidents and problems.
• Second-tier support: troubleshooting technology-related problems, from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
• Toubleshoots and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices over the phone and in person.
• Responsible for reassigning and resolving incidents for internal clients to other team members and adding additional information and items.
• Responsible for imaging workstations, delivery/installation, and user configuration. Installs approved software.
• Responsible for customer-facing support services and remote assistance services to end-users, adhering to all ITIL service management principles.
• Provide outstanding customer service and meet Agency service level agreements (SLA).
  Performs other related duties as assigned.
  

Requirements:

• An associate's degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field.
• One (1) years of experience in a desktop support role or related environment.
• Must have a CompTIA A certification obtained within the last 3-years.
• Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
• Proficiency in PC software applications to include Microsoft Office and other related software applications.
• Must be able to work variable hours, including emergency responses to outages.

Desired Skills:

• Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.

W2 Status:
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.

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)
• Remote opportunities available

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
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