Senior Service Desk Analyst

You will provide high-level technical support and leadership within a service desk environment.

Responsibilities

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

Required Skills

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

Preferred Skills

• Experience with Performance Management processes.