Service Desk Analyst I — Frontline Tech Support

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

Job summary

ePlus Technology, inc. in Virginia Beach is seeking a Service Desk Analyst I (Shift Mon-Fri 9am-6pm EST). You will answer technical support calls and emails, provide Level 1 assistance to our customer base, and document issues through resolution while maintaining timely updates to customers.

The role requires proximity to Virginia Beach, reliable internet, and camera availability for remote interactions. You’ll collaborate in a team, use tracking systems, and may mentor junior analysts; a

Qualifications

• One year of Customer Service experience required.
• Knowledge of relevant call tracking applications; ServiceNow experience a plus.
• Working knowledge of fundamental operations of software, hardware and other equipment.
• Knowledgeable in use of MS Excel, Word, Outlook.
• Two years of Service Desk / Help Desk experience could be advantageous.

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

Customer service

Problem solving

Teamwork

Communication

Tools

ServiceNow

MS Excel

MS Word

Outlook

Job description

ePlus Technology, inc. in Virginia Beach is seeking a Service Desk Analyst I (Shift Mon-Fri 9am-6pm EST). You will answer technical support calls and emails, provide Level 1 assistance to our customer base, and document issues through resolution while maintaining timely updates to customers.

The role requires proximity to Virginia Beach, reliable internet, and camera availability for remote interactions. You’ll collaborate in a team, use tracking systems, and may mentor junior analysts; a