Service Desk Analyst I - Hybrid/Remote Support

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

Job summary

ePlus Technology, inc. seeks a Service Desk Analyst I in the Virginia Beach area to handle Level 1 support calls and emails, diagnosing issues and guiding customers to resolution. The role requires availability for on-camera communications for remote/hybrid work and reliable high-speed internet access.

Responsibilities include assisting customers, documenting problems, and updating ticketing systems. A background in IT support and strong communication skills are essential for success in this

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

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

Verbal communication

Written communication

Technical troubleshooting

Problem solving

MS Office

Education

Associate degree

IT certification

Tools

ServiceNow

Job description

ePlus Technology, inc. seeks a Service Desk Analyst I in the Virginia Beach area to handle Level 1 support calls and emails, diagnosing issues and guiding customers to resolution. The role requires availability for on-camera communications for remote/hybrid work and reliable high-speed internet access.

Responsibilities include assisting customers, documenting problems, and updating ticketing systems. A background in IT support and strong communication skills are essential for success in this