Remote Service Desk Analyst II - Expert Tech Support

ePlus Technology, inc.; Washington (District of Columbia); Hybrid; USD 30,000 - 43,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Job summary

ePlus Technology, inc. is seeking a Service Desk Analyst II to deliver Level 2 technical support to our customer base. You will diagnose issues, document resolutions, and ensure timely problem resolution while maintaining professional service.

Remote/hybrid options apply; must have reliable internet and cell service. You will mentor junior analysts and collaborate with a team to provide superior customer service and accurate issue tracking within our systems.

Qualifications

• Three years of IT-related experience required.
• Proficient with MS Excel, Word, Outlook.
• Experience with Active Directory and remote support tools.
• Familiarity with ServiceNow is a plus.

Responsibilities

• Provide Level 2 technical support to customers.
• Respond to inquiries via phone, email, and in person.
• Diagnose, document, and track issues through resolution.
• Mentor and train junior analysts as needed.
• Update customers and issue-tracking systems.

Skills

Customer service

Remote support

Active Directory

Data analysis

Troubleshooting

Remote assistance software

Tools

ServiceNow

MS Excel

MS Word

MS Outlook

Job description

ePlus Technology, inc. is seeking a Service Desk Analyst II to deliver Level 2 technical support to our customer base. You will diagnose issues, document resolutions, and ensure timely problem resolution while maintaining professional service.

Remote/hybrid options apply; must have reliable internet and cell service. You will mentor junior analysts and collaborate with a team to provide superior customer service and accurate issue tracking within our systems.