Senior Service Desk Analyst

Lead technical support operations in Richmond, VA. You will own the first line of defense, resolving complex issues while mentoring junior staff and managing team performance metrics.

Responsibilities

• Resolve 70% or more of incoming calls directly.
• Route advanced technical issues to second-level support teams.
• Mentor junior agents and monitor team performance against agency priorities.
• Manage password resets, general IT inquiries, and service desk ticket performance.

Required Skills

• 5+ years of experience in an IT service desk leadership role.
• Proficiency with Windows 10 and 11.
• Experience with Okta and Group Policy management.
• Strong understanding of Incident and Problem Management frameworks.
• Experience using Service Desk Ticketing and Asset Management tools.
• Ability to solve complex problems through discovery with minimal guidance.
• Effective oral and written communication skills.
• Capacity to prioritize work independently and maintain technical documentation.

Preferred Skills

• Experience with Performance Management processes.