Service Desk Analyst I , Req #1470

About the Role

As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from 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.

Shift: Saturday - Wednesday 4pm - 1am EST

Location Requirement: Candidates must be located in or near the Virginia Beach, Virginia area.

For remote/hybrid positions:

• Be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners.
• Maintain reliable high-speed internet access (at least 50 Mbps download / 15 Mbps upload).
• Maintain reliable cell phone service.

Key Responsibilities

• Provide excellent customer service to 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 Analysts.

Requirements & Tech Stack

• 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 the 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.

Compensation & Benefits

Initial base salary range: $16.83 - $24.04 hourly. Final salary will be determined by factors including job-related knowledge, depth of experience, skills, certifications, and geographic location.

Additional compensation components may include 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 (vacation, sick time, personal leave), dependent on the position offered. Details will be provided if an offer of employment is extended.

Physical Requirements

• Engage in both seated and occasional standing or walking activities.
• Reasonable accommodations will be provided to support success in this position.