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

ePlus inc.; Virginia Beach (VA); Hybrid; 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. is seeking a Service Desk Analyst I to answer technical support calls and emails, providing Level 1 assistance to the customer base. The role involves diagnosing, describing and tracking issues through resolution, with emphasis on timely communication and effective problem solving.

The position supports remote/hybrid work, requires reliable internet access, and involves shift hours Sun-Thu 4pm-1am EST. Growth in technical skills is encouraged in a collaborative team environment.

Qualifications

• High School diploma or equivalent required.
• 1 year of Customer Service experience required.
• Knowledge of ServiceNow is a plus.
• Proficiency in MS Excel, Word and Outlook.

Responsibilities

• Provide excellent customer service to our customers.
• Respond to 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.

Skills

Customer service

Verbal communication

Written communication

Technical troubleshooting

Team player

Education

Associate degree

IT certification

Tools

ServiceNow

MS Excel

MS Word

MS Outlook

Job description

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

Overview

• 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

The Essential Functions Of This Position Include

• 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.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Who We Are

At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.

Corporate Values

• Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
• Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
• Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
• Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

• We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
• ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

Physical Requirements

• While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
• By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

ePlus maintains a California Consumer Privacy Act (CCPA) Privacy Notice on our Trust Center, available here: CCPA Privacy Notice.