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    Sr Service Desk Specialist - Richmond, United States - TECHEAD

    TECHEAD
    TECHEAD Richmond, United States

    3 weeks ago

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    Description

    TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments To learn more about TECHEAD, visit us at or on Glassdoor.

    Sr Service Desk Specialist

    12+ Month Contract

    Local Candidate Only

    Richmond, VA

    Techead is 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. Our client based in Richmond VA 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:

    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.

    Tracking KPI's

    Skills:

    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

    Knowledge of the following tools/technologies:

    Windows 10 and 11

    Service Desk Ticketing

    Incident Management

    Problem Management

    Asset Management

    Performance Management

    Okta

    Group Policy

    SCCM

    Education and/or Experience

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

    TECHEAD's mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won't strive for anything less.

    TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    For more information on TECHEAD please visit

    No second parties will be accepted.

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