Service Desk Analyst I - On Site at Chesapeake Regional Healthcare (Req #1483)
About The Position
The Service Desk Analyst I provides Level 1 technical assistance to ePlus customers by answering support calls and responding to emails. The role diagnoses, describes, tracks, and resolves customer problems efficiently and accurately, while maintaining clear communication throughout each service event. This is an onsite position at Chesapeake Regional Hospital locations for candidates located in or near Chesapeake, Virginia. The assigned shift is Friday through Tuesday, 7:00 a.m. to 3:30 p.m. EST. The position requires excellent customer service, effective teamwork, professional handling of confidential information, and adherence to corporate policies and procedures. The analyst supports service recovery and escalations, maintains ticketing records, and contributes as an individual team member. The initial base salary range is $16.83 to $24.04 per hour; the final offer depends on factors including job-related knowledge, experience, skills, certifications, and geographic location. Compensation may also include commissions or discretionary bonuses. Benefits may include medical and financial benefits, 401(k) eligibility, an employee stock purchase program, and paid time off such as vacation, sick time, and personal leave.
Requirements
- High school diploma or GED.
- One to three years of customer-facing Service Desk, Help Desk, or Support Center experience.
- Strong verbal communication skills.
- Strong written communication skills.
- Experience with a Service Desk or Help Desk ticketing system.
- Motivation to continually improve technical skills.
- Knowledge of Microsoft Office Suite/O365.
- Working knowledge of the fundamental operations of relevant software, hardware, and other equipment.
- Knowledge of remote desktop triage and service.
Nice To Haves
- Experience troubleshooting Citrix is a strong plus; knowledge of troubleshooting in a Citrix environment is a plus.
- One or more of the following is preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, Help Desk Institute credential, or a degree in Information Technology.
- Knowledge of physical hardware troubleshooting and basic repairs is preferred.
- Knowledge of relevant call-tracking applications; ServiceNow experience is a plus.
Responsibilities
- Provide consistently excellent customer service.
- Work collaboratively in a team-centric environment and participate positively with the team.
- Respond to customer inquiries in person, electronically, and by phone as needed.
- Communicate effectively with customers throughout the lifecycle of each service event.
- Troubleshoot, problem-solve, coordinate, and resolve customer issues and technical problems.
- Assist with emergency, high-priority service recovery and escalation resolutions.
- Document, track, and monitor problems to ensure timely resolution.
- Update and maintain relevant issue and ticket tracking systems.
- Provide support for team members as needed.
- Contribute as a strong individual contributor.
- Work the assigned Friday-through-Tuesday, 7:00 a.m.–3:30 p.m. shift.
- Handle confidential matters and information professionally.
- Conduct business professionally, competently, and ethically, adhering to corporate policies and procedures.
Benefits
- Medical benefits
- Financial benefits
- 401(k) eligibility
- Employee stock purchase program
- Paid time off, including vacation, sick time, and personal leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
