Senior Service Desk Analyst at Confidential company

Innova Solutions is immediately hiring for an Service Desk Analyst
Position type: Contract 
Duration: 6 months with extensions
Location: Richmond, VA
Description
The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. We are searching for 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    

• 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.

Qualifications:

• Proven experience ascertaining and meeting customer expectations
• Work effectively and independently in a fast-paced team environment where priorities can rapidly change
• Ability to prioritize own work activities with minimal guidance and coaching
• Experience solving complex problems through discovery and analysis with minimal guidance
• Experience Complete complex projects independently with minimal oversight and direction
• Must be able to effectively manage competing priorities to meet goals
• Strong communications skills, both orally and in writing
• Ability to 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
• Qualified candidates must have IT Education or 4 years’ experience working in an IT Service Desk in a leadership role.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
PAY RANGE AND BENEFITS:
Pay Range*: 35-40/hr
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws. American Cybersystems, Inc is acting as an Employment Business in relation to this vacancy.

• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS
• American Cybersystems, Inc is acting as an Employment Business in relation to this vacancy