Service Desk Analyst - Req ; Shift Sat-Wed -EST

Location

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

Saturday - Wednesday 7am - 4pm 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.

For remote or hybrid positions, you must be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners. This position also requires reliable high‑speed internet access (at least 50 Mbps down and 15 Mbps up) and reliable cellular 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 timely resolution.
• 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 is a plus.
• One year of customer service experience required.
• Strong verbal communication skills.
• Strong written communication skills.
• Motivation to constantly improve technical skills.
• Knowledgeable in the use of MS Excel, Word, and Outlook.

• Two years of Service Desk or Help Desk experience.
• 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 per hour. 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, the compensation structure may include other components such as commissions and discretionary bonuses.

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

If hired, the 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 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.

While performing this role, you will engage in both seated and occasional standing or walking activities. Reasonable accommodations will be provided in accordance with relevant laws to support success in this position.