Service Desk Analyst I — Customer-Focused Tech Support

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

Job summary

ePlus inc. seeks a Service Desk Analyst I to provide Level 1 technical support to our customers. The role requires handling calls and emails, diagnosing issues, and tracking resolutions.

The candidate should be near Virginia Beach, VA, and be prepared for a Monday–Friday 9am–6pm EST schedule with onsite availability and reliable connectivity. Responsibilities include resolving issues, updating tracking systems, and mentoring junior analysts as needed.

Qualifications

• 1 year of customer service experience required.
• Familiarity with call tracking applications; ServiceNow a plus.
• Strong troubleshooting and documentation skills.
• Ability to work in a team and communicate effectively.

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.
• Mentor and/or train Service Desk Analysts.
• Update customers when issues are resolved.
• Update relevant issue tracking systems appropriately.

Skills

Customer service

Technical support

Troubleshooting

Documentation

Team collaboration

Mentoring

Tools

ServiceNow

Excel

Word

Outlook

Job description

ePlus inc. seeks a Service Desk Analyst I to provide Level 1 technical support to our customers. The role requires handling calls and emails, diagnosing issues, and tracking resolutions.

The candidate should be near Virginia Beach, VA, and be prepared for a Monday–Friday 9am–6pm EST schedule with onsite availability and reliable connectivity. Responsibilities include resolving issues, updating tracking systems, and mentoring junior analysts as needed.