Service Desk Analyst I (Shift Wed-Sun 9am -6pm EST), Req#1299

2 hours, 9 minutes ago
Full-time
Junior
Customer and Technical Support
ePlus

ePlus

ePlus engineers transformative technology solutions for visionary organizations worldwide, driving positive business outcomes with depth, breadth, and perspective in IT services and solutions.

IT Services
1K-5K
Founded 1990

Description

  • Answer technical support calls and respond to customer emails.
  • Provide Level 1 technical assistance to the ePlus customer base.
  • Deliver accurate problem diagnosis, documentation, and tracking through resolution.
  • 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.
  • Update customers when issues are resolved.
  • Update issue tracking systems appropriately.
  • Work collaboratively in a team environment.
  • Mentor and/or train other Service Desk Analysts.

Requirements

  • Must be located in or near the Virginia Beach, Virginia area.
  • Must be available to work Saturday through Wednesday, 4:00 PM to 1:00 AM EST.
  • Must be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners for remote or hybrid work.
  • Must maintain reliable high-speed internet access with at least 50 Mbps download and 15 Mbps upload speeds.
  • Must maintain reliable cell phone service.
  • High school diploma required.
  • One year of customer service experience required.
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
  • Knowledge of relevant call tracking applications; ServiceNow experience is a plus.
  • Strong verbal communication skills and strong written communication skills.
  • Knowledgeable in the use of MS Excel, Word, and Outlook.
  • Must be motivated to constantly improve technical skills.
  • Two years of Service Desk or Help Desk experience, an associate degree, or any relevant IT certification is preferred.

Benefits

  • Hourly base salary range of $16.83 to $24.04.
  • Potential for commissions and discretionary bonuses.
  • Medical, financial, and other benefits may be offered.
  • 401(k) eligibility.
  • Employee stock purchase program.
  • Paid time off benefits, including vacation, sick time, and personal leave.

Interested in this position?

Apply directly on the company website

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