Service Desk Analyst I

ePlus inc.; Virginia Beach (VA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Analyst I, where you will provide essential technical support to customers. This role involves troubleshooting issues, documenting resolutions, and ensuring excellent customer service. You'll work in a collaborative team environment and have opportunities to mentor others. The company values diversity and inclusion, promoting a positive work-life balance. If you're motivated to enhance your technical skills and make a difference, this position is perfect for you.

Benefits

401(k) eligibility

Paid time off

Medical benefits

Discretionary bonuses

Qualifications

• High School diploma required with strong customer service skills.
• One year of experience in customer service or technical support.
• Knowledge of call tracking applications preferred.

Responsibilities

• Provide excellent customer service and technical support.
• Troubleshoot and resolve customer issues in a timely manner.
• Document and track problems to ensure resolution.

Skills

Customer Service

Technical Support

Verbal Communication

Written Communication

Problem Solving

Education

High School Diploma

Associate Degree

Relevant IT Certification

Tools

ServiceNow

MS Excel

MS Word

MS Outlook

Job description

Overview

* 2nd Shift 4:00PM-1:00AM EST Sat-Wed

As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution.

For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable high speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service.

YOUR IMPACT

The essential functions of this position include:

• 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 Analyst’s

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

Any one of the following:

• Two years of Service Desk / Help Desk experience
• An associate degree (minimum)
• Any relevant IT certification

POSITION SPECIFICS

The base salary range for this position at commencement of employment is expected to be between $16.83 and $24.04 hourly; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies:ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

CORPORATE VALUES

Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

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