Senior Service Desk Analyst Location- Richmond, VA(onsite) Client: Virginia Retirement System Visa Open. Job Description: Seeking an experienced Senior Service Desk Analyst (link removed) 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. 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% 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. Skills and Abilities Demonstrated ability to: 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 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.