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Jobs · Information Technology · Virginia

Service Desk Analyst I - Req # 1369 (Shift Sun -Thurs 4pm - 1am EST)

ePlus inc. · Virginia Beach, VA · 1 wk ago
Information Technology$16.83–$24.04/hrFull-time

Candidates must be located in or near the Virginia Beach, Virginia area.

About the role

As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 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.

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 Analysts

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
  • One year of Customer Service experience required
  • Strong verbal communication skills
  • Strong written communication skills
  • Must be motivated toward constantly improving technical skills
  • Knowledgeable in use of MS Excel, Word, Outlook

Qualifications

Any one of the following:

  • Two years of Service Desk / Help Desk experience
  • An associate degree (minimum)
  • Any relevant IT certification

Pay

The initial base salary range for this position is expected to be between $16.83 and $24.04 hourly. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.

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.

Schedule

Sunday - Thursday, 4pm - 1am EST

Physical Requirements

While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.

About ePlus

At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.

Corporate Values

  • Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
  • Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
  • Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
  • Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.

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