Service Desk Analyst

Location & Shift

• Candidates must be located in or near the Virginia Beach, Virginia area
• Shift: Tuesday - Saturday 9:00 AM - 6:00 PM EST

As a Service Desk Analyst I, you will answer technical support calls and respond 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 you must be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners. The position requires reliable high speed internet access (minimum upload 15 Mbps, download 50 Mbps) and reliable cell phone service.

• 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 Analysts

• High School diploma required
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications;
  Service Now 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

• Two years of Service Desk / Help Desk experience
• An associate degree (minimum)
• Any relevant IT certification

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 job-related knowledge, depth of experience, skills, certifications, and geographic location. The compensation structure may include additional components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and other benefits, including 401(k) eligibility, employee stock purchase program, and various paid time off benefits such as vacation, sick time, and personal leave, depending on the position offered. Details of participation will be provided if an offer of employment is extended.

We are an equal opportunity employer that does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by law. ePlus is dedicated to fostering a culture of diversity and inclusion.

• Seated and occasional standing or walking activities are required. Reasonable accommodations are provided in accordance with relevant laws.
• By embracing our values, employees contribute to our mission of making a positive impact within the organization and the broader community. This job description serves as a guide and is not an employment contract.