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. It is an onsite position at Chesapeake Regional Hospital locations, and candidates must be 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 strong customer service, clear communication throughout each service event, and effective troubleshooting and coordination of technical issues. The analyst documents and monitors incidents through resolution, maintains ticketing records, assists with priority incidents and escalations, and supports teammates in a collaborative environment. The initial base salary range is $16.83 to $24.04 per hour. The final offer may vary based on job-related knowledge, experience, skills, certifications, and geographic location. Compensation may also include commissions and discretionary bonuses. Benefits may include medical and financial plans, 401(k) eligibility, an employee stock purchase program, and paid time off such as vacation, sick time, and personal leave; eligibility depends on the position offered.
Requirements
- High school diploma or GED.
- 1–3 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.
- Willingness to work the assigned Friday–Tuesday, 7:00 a.m.–3:30 p.m. shift.
- Ability to handle confidential information professionally and conduct business ethically in accordance with corporate policies and procedures.
Nice To Haves
- Experience troubleshooting Citrix.
- One or more of the following: CompTIA A+, CompTIA Network+, CompTIA Security+, Help Desk Institute certification, or a degree in Information Technology.
- Knowledge of physical hardware troubleshooting and basic repairs.
- Knowledge of troubleshooting in a Citrix environment.
- Knowledge of relevant call-tracking applications; ServiceNow experience is a plus.
Responsibilities
- Provide consistently excellent customer service.
- Work collaboratively and participate positively in a team-centric environment.
- Respond to customer inquiries in person, electronically, and by phone as needed.
- Communicate effectively with customers throughout each service event.
- Troubleshoot, problem-solve, coordinate, and resolve customer issues and technical problems.
- Assist with emergency and 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.
- Handle confidential matters and information professionally.
- Conduct business professionally, competently, and ethically, in adherence 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
