Service Desk Analyst I (Shift Sat-Wed 4pm-1am EST), Req #1470

ePlus Technology, inc. • Virginia Beach, VA

24d • $17 - $24

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 accurately diagnosing, describing, tracking, and resolving technical issues. Candidates must be located in or near Virginia Beach, Virginia. The scheduled shift is Saturday through Wednesday, 4 p.m. to 1 a.m. EST.

For remote or hybrid positions, employees must be available on camera when interacting with ePlus employees, customers, vendors, and business partners. They must also maintain reliable high-speed internet access (at least 50 Mbps download and 15 Mbps upload) and reliable cell phone service.

Requirements

• High school diploma required.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Knowledge of relevant call-tracking applications.
• One year of customer service experience required.
• Strong verbal communication skills.
• Strong written communication skills.
• Motivation to continually improve technical skills.
• Knowledge of MS Excel, Word, and Outlook.
• At least one of the following: two years of Service Desk/Help Desk experience, an associate degree, or a relevant IT certification.

Nice To Haves

• ServiceNow experience.

Responsibilities

• Provide excellent customer service to customers.
• 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 as part of a team.
• Update customers when issues are resolved.
• Update relevant issue-tracking systems appropriately.
• Mentor and/or train Service Desk Analysts.

Benefits

• 401(k) eligibility
• Employee stock purchase program
• Paid time off benefits, such as vacation, sick time, and personal leave
• Medical, financial, and/or other benefits, dependent on the position offered
• Compensation may include commissions and discretionary bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED