Senior Service Desk Analyst

We are looking for senior level service desk analyst candidates for a long-term contract opportunity with a client in the Richmond, VA area.  Qualified candidates would have the following experience:

Essential Duties and Responsibilities include the following. Other duties may be assigned.  All work is performed with deadlines based on agency priorities.   

•         Handle incoming calls resolving 70% or greater.

•         Route advanced issues to second level support teams.

•         Perform Password Resets

•         Answer general IT questions.

•         Mentor Jr Service Desk Agents

•         Work with Service Desk Manager to monitor team performance.

•         Monitor Service Desk ticket performance.

Skills and Abilities

Demonstrated ability to:

-         Ascertain and meet customer expectations

-         Work effectively and independently in a fast-paced team environment where priorities can rapidly change

-         Prioritize own work activities with minimal guidance and coaching

-         Solve complex problems through discovery and analysis with minimal guidance

-         Complete complex projects independently with minimal oversight and direction

-         Manage competing priorities to meet goals

-         Communicate effectively orally and in writing

-         Provide, maintain, and follow technical documentation

 

Demonstrated comprehensive knowledge of the following tools/technologies:

?-    Windows 10 and 11

?-    Service Desk Ticketing

?-    Incident Management

?-    Problem Management

?-    Asset Management

?-    Performance Management

?-    Okta

?-    Group Policy

Education and/or Experience                                                  

Candidates must have IT Education or 4 years' experience working in an IT Service Desk in a leadership role.