Service Desk Analyst ; Shift: Wed - Sun - EST

Overview

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

Shift
:
Wednesday to Sunday 1:00 PM - 10:00 PM 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.

Remote/Hybrid note
:
An essential function 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 (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 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

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.

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.

• 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.