Service Desk Specialist - Onsite

Genesis10 is currently seeking a Service Desk Specialist - Onsite position with a Major Insurance Company located in Chicago, IL. This is a contract to hire opportunity.

Compensation:  $31.00 - $35.00 per hour, W2, based on qualifications

Position Overview:
The Service Desk Specialist – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the regional office. This position is 50% Service Desk focused and 50% deskside support, ensuring a consistent user experience and timely incident resolution. The role requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams.

Key Responsibilities:

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system
• Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues
• Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow)
• Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures
• Resolve tickets using published Knowledge Base (KB) articles and documented processes
• Escalate incidents to higher-level support teams when necessary, following defined escalation procedures
• Adhere to Service Level Agreements (SLAs) for response and resolution times
• Act as a trigger for critical incident management by notifying appropriate technical and incident management teams
• Coordinate with technical teams to provide timely and accurate updates to users until resolution
• Participate in knowledge base creation, updates, and continuous improvement activities
• Identify recurring issues and communicate trends or operational challenges to leadership
• Maintain a high level of customer service and professionalism in all interactions

Office Support Responsibilities:

• Provide on-site support for the Richmond regional office as needed
• Perform break/fix support for end-user hardware and peripherals, including desktops, laptops, monitors, printers, and phones
• Assist with setup, configuration, and deployment of PCs, printers, and workplace technology
• Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots
• Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software
• Provide white-glove support for VIP and executive users, demonstrating strong professionalism, discretion, urgency, and the ability to deliver a high-touch office support experience
• Act as the local workplace technology liaison for the Richmond office
• Support local IT projects, office initiatives, and technology refreshes as required
• Coordinate with vendors or infrastructure teams when on-site escalation is needed
• Ensure office support activities are properly documented in the ticketing system
• Maintain responsibility for local office asset management, including tracking, documenting, and coordinating IT equipment inventory for the Richmond office

Primary Requirements:

• 2–3+ years of university level education or equivalent professional IT experience
• 2–3+ years of experience working in a corporate IT environment
• Strong understanding of IT Service Management principles (ITIL preferred)
• Ability to troubleshoot common end-user technology issues related to Windows operating systems, Microsoft Office/Outlook, hardware and peripherals, basic networking, and user access
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to support users both remotely and in person
• Ability to manage multiple incidents and priorities simultaneously
• Professional, collaborative, and team-oriented approach

Desired Skills:

• Previous Service Desk experience supporting a corporate or enterprise environment
• Some hands-on deskside or field support experience
• Associate's or Bachelor's degree in Computer Science or related field
• IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar

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 of 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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