Service Desk Analyst I (Shift Sat-Wed 4pm-1am EST), Req #1470
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 involves diagnosing, describing, tracking, and resolving customer problems accurately and efficiently. Candidates must be located in or near the Virginia Beach, Virginia area. The scheduled shift is Saturday through Wednesday, 4 p.m. to 1 a.m. Eastern Time. For remote or hybrid positions, employees must be available on camera when interacting with ePlus employees, customers, vendors, or business partners. They must also maintain reliable high-speed internet service, defined as at least 50 Mbps download and 15 Mbps upload, and reliable cell phone service. 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 and discretionary bonuses. ePlus offers medical, financial, and other benefits, with eligibility depending on the position. The role is at-will, and the company may modify compensation or other discretionary programs.
Requirements
- High school diploma required.
- Working knowledge of the fundamental operations of relevant software, hardware, and other equipment.
- Knowledge of relevant call-tracking applications.
- At least one year of customer service experience.
- Strong verbal communication skills.
- Strong written communication skills.
- Motivation to continually improve technical skills.
- Knowledge of Microsoft Excel, Word, and Outlook.
- At least one of the following: two years of Service Desk/Help Desk experience, an associate degree (minimum), or a relevant IT certification.
- For remote or hybrid positions, availability on camera for interactions with employees, customers, vendors, and business partners; reliable high-speed internet of at least 50 Mbps download and 15 Mbps upload; and reliable cell phone service.
- Must be located in or near the Virginia Beach, Virginia area.
Nice To Haves
- ServiceNow experience.
Responsibilities
- Provide excellent customer service at all times.
- Respond to customer inquiries in person, electronically, and by phone.
- Troubleshoot, problem-solve, and resolve customer issues.
- Document, track, and monitor problems to ensure timely resolution.
- Work positively and collaboratively in a team environment.
- Update customers when issues are resolved.
- Update relevant issue-tracking systems appropriately.
- Mentor and/or train Service Desk Analysts.
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
