Hybrid Service Desk Analyst – Customer Tech Support

ePlus inc.; Virginia Beach (VA); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

401(k) eligibility

Employee stock purchase program

Paid time off

Job summary

ePlus inc. is seeking a Service Desk Analyst I in the Virginia Beach area to handle Level 1 technical support calls and emails for our customers.

The role stresses timely problem diagnosis and tracking through resolution, with emphasis on clear communication and teamwork. The position requires a high school diploma and at least one year in customer service, plus familiarity with ServiceNow and common office software.

Qualifications

• High School diploma required.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of relevant call tracking applications; ServiceNow experience a plus.
• One year of Customer Service experience required.
• Strong verbal communication skills.
• Strong written communication skills.
• Must be motivated towards constantly improving their technical skills.
• Knowledgeable in use of MS Excel, Word, Outlook.

Responsibilities

• Provide excellent customer service to our customers, at all times.
• Respond to customer inquiries in person, electronically and via phone.
• Troubleshoot, problem solve and resolve customer issues.
• Document, track and monitor problems to ensure resolution in a timely manner.
• Work in a team environment and participate positively with the team.
• Update customers when issues are resolved.
• Update relevant issue tracking systems appropriately.
• Mentor and/or train Service Desk Analysts.

Skills

Verbal communication

Written communication

Problem solving

Troubleshooting

Customer service

Education

High School diploma

Associate degree

Tools

ServiceNow

Call tracking apps

MS Excel

MS Word

Outlook

Job description

ePlus inc. is seeking a Service Desk Analyst I in the Virginia Beach area to handle Level 1 technical support calls and emails for our customers.

The role stresses timely problem diagnosis and tracking through resolution, with emphasis on clear communication and teamwork. The position requires a high school diploma and at least one year in customer service, plus familiarity with ServiceNow and common office software.