Service Desk Analyst I — Customer-Facing Tech Support

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

Benefits offered by this job

Medical benefits

401(k) plan

Employee stock purchase program

Paid time off

Job summary

ePlus inc. in Virginia Beach, VA, is seeking a Service Desk Analyst I to provide Level 1 technical support via phone and email. You will diagnose issues, document progress, and ensure timely resolution for our customers in a collaborative team setting.

The role requires one year of customer service experience, familiarity with ServiceNow, and proficiency with MS Office; the shift runs Sat-Wed 4pm-1am EST, and on-site presence is expected.

Qualifications

• One year of customer service experience required.
• MS Excel, Word, Outlook proficiency.
• Knowledge of ServiceNow is a plus.

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 Analyst’s

Skills

Customer service

Communication

Problem solving

Teamwork

Education

High school diploma or equivalent

Tools

ServiceNow

MS Excel

MS Word

MS Outlook

Job description

ePlus inc. in Virginia Beach, VA, is seeking a Service Desk Analyst I to provide Level 1 technical support via phone and email. You will diagnose issues, document progress, and ensure timely resolution for our customers in a collaborative team setting.

The role requires one year of customer service experience, familiarity with ServiceNow, and proficiency with MS Office; the shift runs Sat-Wed 4pm-1am EST, and on-site presence is expected.