Service Desk Analyst I - Req #1448 (Shift Sat-Wed 4pm - 1am EST)
About the role
Candidates must be located in or near the Virginia Beach, Virginia area. Shift: Saturday - Wednesday 4pm - 1am EST. 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 Analyst’s
Qualifications
- High School diploma required
- Working knowledge of fundamental operations of relevant software, hardware and other equipment