Service Desk Analyst II — Expert IT Support & Mentoring

eplusinc; Washington (District of Columbia); Hybrid; USD 30,000 - 43,000; Full time

Benefits offered by this job

Medical benefits

401(k) eligibility

Employee stock purchase program

Paid time off benefits

Job summary

ePlus is seeking a Service Desk Analyst II in the Washington, DC area for hybrid work on a primarily remote support model. You will answer technical support calls and emails, diagnose issues, and track resolutions while maintaining strong customer service and communication with internal and external stakeholders.

Qualifications include a high school diploma, 3 years IT experience, proficiency with MS Office tools, Active Directory, and familiarity with ServiceNow.

Qualifications

• High School diploma required.
• MS Excel, Word, Outlook and related software knowledge.
• Three years IT-related experience required.
• Strong verbal and written communication skills.
• Knowledge of ServiceNow is a plus.
• Active Directory and Microsoft technologies experience.
• Remote assistance software and MFA familiarity.
• Bachelor's degree or two relevant IT certifications required.

Responsibilities

• Provide Level 2 technical support via calls and emails.
• Diagnose, describe and track issues to resolution.
• Communicate status updates to customers and teams.
• Document issues and monitor resolutions in tracking systems.
• Mentor junior analysts and participate in team initiatives.

Skills

Verbal communication

Written communication

Analytical thinking

Troubleshooting

Team collaboration

Education

Bachelor's degree

IT certifications (2+)

Tools

ServiceNow

Remote access software

MS Office (Excel, Word, Outlook)

Active Directory

Job description

ePlus is seeking a Service Desk Analyst II in the Washington, DC area for hybrid work on a primarily remote support model. You will answer technical support calls and emails, diagnose issues, and track resolutions while maintaining strong customer service and communication with internal and external stakeholders.

Qualifications include a high school diploma, 3 years IT experience, proficiency with MS Office tools, Active Directory, and familiarity with ServiceNow.