Service Desk Analyst I - Req # 1369 (Shift Sun -Thurs 4pm - 1am EST)

ePlus; United States; Hybrid; USD 22,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

401(k) eligibility

Stock purchase program

Paid time off (vacation, sick time, PT

Job summary

ePlus is seeking a Service Desk Analyst I to provide Level 1 technical support to our customers in the Virginia Beach area. You will answer calls and emails, diagnose issues, and document resolutions while working with a collaborative team.

The role requires a high school diploma, basic knowledge of common software/hardware, and strong verbal and written communication skills. The position may be remote/hybrid with mandatory camera and reliable internet access.

Qualifications

• High School diploma required.
• Knowledge of software, hardware and other equipment.
• Call tracking applications; ServiceNow experience a plus.
• 1 year of customer service experience required.
• Strong verbal communication skills.
• Strong written communication skills.
• Motivated to continually improve technical skills.
• Familiarity with MS Excel, Word and 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

Verbal communication

Written communication

Technical curiosity

Education

Associate degree

IT certification

Tools

ServiceNow

Job description

*Candidates must be located in or near the Virginia Beach, Virginia area*

Shift: Sunday - Thursday 4pm - 1am EST

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

• 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 initial base salary range for this position is expected to be between $16.83 and $24.04 hourly. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program 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 offer of employment is extended.