Tier I/Tier 1.5 Support Analyst

Genesis10 is currently seeking an EUC Support Analyst (Help Desk) - Onsite for a contract position with a Leading Retail Client in Richfield, MN. This is an 12 + month contract opportunity. The shift for this role is M-F 9am-5:30pm and is 100% onsite.

Hourly Rate: $23-25 an hour w2

Job Summary
Provide frontline, onsite end-user computing support to corporate employees, delivering timely resolution of technical issues while owning incidents through resolution. This role bridges traditional Level 1 support and Level 2 escalation by performing troubleshooting, identifying root causes, and proactively resolving recurring issues. The ideal candidate brings strong technical fundamentals, sound judgment on escalation, and a customer-first mindset. Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, and in-person interactions.
• Perform initial triage and further troubleshooting of technical issues related to:
  • Windows/macOS workstations
  • Hardware and peripherals
  • Common network connectivity issues
  • Identity, authentication, and access-related concerns
• Utilize IT knowledge base to diagnose problems and contribute to the knowledge base by documenting new solutions, known errors, and workarounds.
• Escalate to Level 2 or specialized teams after thorough diagnosis and documentation.
• Provide basic, hands-on support for:
  • Enterprise applications
  • Operating systems (i.e. Windows/Mac/iOS/Android)
  • Microsoft 365 / productivity tools
  • Collaboration platforms (i.e. Teams, SharePoint, etc.)
• Assist with user onboarding and offboarding tasks, including account provisioning, permissions adjustments, and device setup.
• Perform workstation imaging, configuration, and deployment following standard operating procedures.
• Support conferencing room, and office technology issues with minimal supervision.
• Develop accurate, detailed ticket documentation to ensure visibility for stakeholders and smooth escalation when required.
• Educate and guide end-users on best practices related to IT security, device usage, and self-service tools.
• Assist with IT operational tasks such as asset tracking, hardware refreshes, inventory audits, and software installations.

Required Qualifications

• 6 month of experience in an IT support, service desk, or EUC (End User Computing) role.
• Demonstrated ability to troubleshoot issues while following escalation standards.
• Strong customer service focus with the ability to communicate technical concepts clearly to non-technical users when interacting with employees at all levels of the organization.
• Solid understanding of Windows and/or macOS operating systems and common enterprise applications.
• Experience working with an IT ticketing system (i.e ServiceNow), following documented processes.
• Strong attention to detail with an emphasis on thorough documentation and process adherence.
• This position requires onsite presence during standard business hours, with occasional after-hours support as required.
• Ability to lift, move, and install IT/AV equipment as part of daily responsibilities.

Preferred Qualifications

• Experience troubleshooting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Familiarity with Active Directory, Azure AD / Entra ID, and basic endpoint management concepts.
• Experience supporting conference room technology and AV equipment.
• Certifications such as:
  • CompTIA A or Network
  • ITIL Foundation
  • Microsoft Certified: Modern Desktop Administrator Associate

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.

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