Service Desk Analyst I

Overview

• 2nd shift 3pm-12am Saturday-Wednesday*

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.

Responsibilities

Job Responsibilities:

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

Your Corporate Responsibilities:

Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.

• Conduct business in a professional, competent and ethical manner
• Handle confidential matters and information professionally
• Adhere to corporate policies and procedures

Job Knowledge/Skills:

• Strong verbal communication skills
• Knowledgeable in use of MS Excel, Word, Outlook
• Strong written communication skills
• Must be motivated towards constantly improving their technical skills

Education and Experience:

• High School diploma required
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• One year of Customer Service experience required
• Knowledge of relevant call tracking applications; ServiceNow experience a plus

Any one of the following:

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

Position Specifics:

The base salary range for this position at commencement of employment is expected to be between $16.82 and $24.03 hourly; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Physical Requirements of Position:

Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 - 20 pounds of force occasionally.

ePlus is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ePlus promotes affirmative action for minorities, women, disabled persons, and veterans.

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