Job Description :
Hi, We need local candidate for this role . We need candidate to be at a commutable distance to Richmond, VA. Role Details Role: Senior Service Desk Analyst Location: Richmond, VA. Contract Duration: Long-term/on-going. Work Authorization: US Citizen / Green Card Holder Mode of an Interview: Video Please Note This role is a 5 day/week onsite role based at Richmond, VA. Candidate must be based at a commutable distance to Richmond, VA to be able to work onsite daily. This role is exempt from Overtime. Dress Code is Business Casual. Must be able to clear the Background check and Drug Test that would be conducted by the client. Interview Process: Video (One Photo Id Document is required for the video interview) - 1 st video discussion with our manager followed by prime vendor and client (2 step process - 30-minute interview with the hiring manager; if that goes well, then a 2nd interview with the hiring manager''s boss). Must Have 1) 4 years'' experience working in an IT Service Desk in a leadership role. 2) Team Lead experience. 3) Professional experience in a work environment supporting Windows 10 and Windows 11. 4) Experience working with a Service Desk ticketing system (they have Sharewell, which is similar to ServiceNow). Any Service Desk system will suffice. 5) IT Service Management (ITSM). Incident Management. Problem Management. Asset Management. Performance Management. 6) Ability to take Service Desk metrics and turn into reports. 7) Experience working with an Identity Management tool - OKTA would be preferred, but not a must-have. 8) Experience with Active Directory Group Policy a) FYI - Group Policy is used to regulate user and computer configurations within Windows Active Directory (AD) domains. 9) Exceptional customer service skills 10) Communication skills must be impeccable. Soft Skills : Communication skills on a scale of 1 to 10 for this role - 10. Job Description: Seeking an experienced Senior Service Desk Analyst. The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. Client needs an individual who is passionate about customer service with experience leading fellow team members. The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests. Responsibilities : 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%+ 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: o Ascertain and meet customer expectations. o Work effectively and independently in a fast-paced team environment where priorities can rapidly change. o Prioritize own work activities with minimal guidance and coaching. o Solve complex problems through discovery and analysis with minimal guidance. o Complete complex projects independently with minimal oversight and direction. o Manage competing priorities to meet goals. o Communicate effectively orally and in writing. o 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 .