Service Desk Analyst II (Req #1409)

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

Benefits offered by this job

Medical benefits

401(k) plan

Employee stock purchase program

Paid time off

Job summary

ePlus is seeking a Service Desk Analyst II to answer technical support calls and emails, delivering Level 2 assistance to the customer base. You will diagnose, describe, and track issues through resolution.

The role requires strong customer service, teamwork, and the ability to update issue tracking systems; familiarity with Active Directory and Microsoft technologies is a plus. Remote/hybrid work options are available with reliable internet requirements.

Qualifications

• Three years of IT related experience required.
• Strong verbal communication skills.
• Strong written communication skills.
• Knowledgeable in MS Excel, Word, Outlook.

Responsibilities

• Answer technical support calls and respond to emails.
• Provide Level 2 technical assistance.
• Diagnose, describe and track issues through resolution.
• Document, track and monitor problems to ensure timely resolution.
• Mentor and/or train junior analysts.

Skills

Customer service

Troubleshooting

Communication

MS Office

Education

Bachelor's degree

High School diploma

Tools

ServiceNow

Active Directory

Remote support software

Job description

Overview

As a Service Desk Analyst II, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 2 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.

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 I’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


• Three years of IT related 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


• Data analysis and troubleshooting skills
  
• Active Directory experience


• Microsoft technologies support


• Remote assistance software


• Multi Factor Authentication (MFA)

Any One Of The Following

• A Bachelor’s degree (minimum)


• Two relevant IT certifications

Position Specifics

The initial base salary range for this position is expected to be between $21.63 and $31.25 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.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.