Service Desk Specialist - Onsite

About the role

Genesis10 is currently seeking a Service Desk Specialist for an on-site position with a Major Insurance Company located in Albany, NY or Springfield, MO. This is a 6 month contract/contract to hire opportunity. This role serves as the first point of contact for end-users, providing technical support via live chat, self-service portal, and phone. The ideal candidate will have strong customer service skills and experience in a fast-paced enterprise environment, focusing on troubleshooting, issue resolution, and accurate documentation within a ticketing system.

Responsibilities

• Serve as the first point of contact for end users by providing technical support via live chat, self-service portal, and phone
• Diagnose, troubleshoot, and resolve hardware, software, and application-related incidents and service requests
• Document, categorize, prioritize, and manage incidents and requests accurately within the ticketing system
• Use published Knowledge Base (KB) articles to ensure consistent, compliant, and efficient issue resolution
• Ask targeted questions to fully understand the user's issue and determine the appropriate resolution path
• Resolve issues at first contact when possible and escalate appropriately to higher-level support teams when outside scope
• Adhere to defined SLAs, response times, and resolution targets
• Participate in shift-left initiatives by resolving eligible requests and incidents at the Service Desk level
• Provide baseline User Access Management (UAM) support, including identity verification, password resets, and account unlocks
• Ensure all access-related requests follow least privilege principles, documented approvals, and audit requirements
• Escalate complex or exception-based access requests to appropriate teams
• Act as an initial trigger for critical/major incident management
• Maintain a strong customer service focus, ensuring a positive support experience
• Contribute to continuous improvement initiatives, including Knowledge Base creation and process improvements

Requirements

• 2-3+ years of relevant experience in IT support, service desk, or a related role
• Working knowledge of ITIL concepts and service management best practices
• Experience supporting users in a corporate environment (financial services experience is a plus)
• Strong ability to troubleshoot and resolve technical issues with sound judgment
• Excellent verbal and written communication skills
• Ability to clearly explain technical concepts to non-technical users
• Strong documentation and organizational skills

Skills