Service Desk Analyst II (Req#1020)

ePlus Technology, inc. • Washington, DC

3d • $22 - $31 • Hybrid

About The Position

As a Senior Desktop Technician, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 2 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution.
For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable high speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service.
Your Impact
The essential functions of this position include:

Requirements

• High School diploma required
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge of relevant call tracking applications; ServiceNow experience a plus
• Three years of IT related experience required
• Strong verbal communication skills
• Strong written communication skills
• Must be motivated towards constantly improving their technical skills
• Knowledgeable in use of MS Excel, Word, Outlook
• Data analysis and troubleshooting skills
• Active Directory experience
• Microsoft technologies support
• Remote assistance software
• Multi-Factor Authentication (MFA)
• Any one of the following:
• Bachelor’s degree (minimum)
• Two relevant IT certifications

Responsibilities

• Provide excellent customer service to our customers, at all times
• Respond to customer inquiries in person, electronically and via phone
• Troubleshoot, problem solve and resolve customer issues
• Document, track and monitor problems to ensure resolution in a timely manner
• Work in a team environment and participate positively with the team
• Update customers when issues are resolved
• Update relevant issue tracking systems appropriately
• Mentor and/or train Service Desk Analyst I’s

Benefits

• ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered.
• Details of participation in these benefit plans will be provided if an offer of employment is extended.

What This Job Offers

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