Service Desk Analyst I (Shift Mon-Fri 1am -10am EST) REQ 1372

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

Schedule

Monday - Friday, 1:00 AM - 10:00 AM EST

About the role

As a Service Desk Analyst I, you will answer technical support calls and respond to emails from 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 reliable high-speed internet access (minimum 50 Mbps download / 15 Mbps upload) and reliable cell phone service.

Responsibilities

• Provide excellent customer service to 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 timely resolution
• 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 other 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 and written communication skills
• Must be motivated towards constantly improving technical skills
• Knowledgeable in use of MS Excel, Word, and 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 job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to base salary, compensation may include commissions and discretionary bonuses.

Benefits

• Full range of medical benefits
• 401(k) eligibility
• Employee stock purchase program
• Various paid time off benefits, such as vacation, sick time, and personal leave

Physical Requirements

While performing this role, you will engage in both seated and occasional standing or walking activities. Reasonable accommodations will be provided, 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 customers.
• Work/life balance: 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

ePlus is an equal opportunity employer dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes employees feel comfortable bringing their full, unique selves to work.