Exciting ONSITE (Richmond, VA) opportunity for 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. We need 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.

Essential Duties and Responsibilities include the following. 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.

Leadership and management experience is required!

Job Types: Full-time, Contract

Pay: $45.00 - $50.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years
• 11 years
• 6 years
• 7 years
• 8 years
• 9 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Richmond, VA: Relocate before starting work (Required)

Work Location: In person