ePlus Technology, inc.
Technology
ServiceDeskAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Analyst at ePlus Technology, inc.. Skills: Customer service, Technical support, Problem solving. Answer technical support calls. Respond to emails from customers”
What You'll Achieve.
Resolution in a timely manner
Industry & Context.
Troubleshoot; Problem solve; Problem diagnosis
Available on camera, Maintain reliable high speed internet access, Maintain reliable cell phone service
What They're Looking For.
Must Have
High school diploma required, One year of Customer Service experience required, Working knowledge of fundamental operations of relevant software, hardware and other equipment, Knowledge of relevant call tracking, verbal communication skills, written communication skills, Must be motivated towards constantly improving their technical skills, Knowledgeable in use of MS Excel, Word, Outlook, Two years of Service Desk / Help Desk experience OR an associate degree OR any relevant IT certification
Nice to Have
ServiceNow experience a plus
What You'll Do.
Answer technical support calls
Respond to emails from customers
Provide Level 1 technical assistance
Provide accurate and efficient problem diagnosis
Provide accurate problem description
Provide accurate problem tracking
Provide excellent customer service
Respond to customer inquiries
Troubleshoot customer issues
Problem solve customer issues
Resolve customer issues
Update customers when issues are resolved
Update relevant issue tracking systems
Mentor Service Desk Analyst’s
Train Service Desk Analyst’s
How You'll Work.
Team & Collaboration
Work in a team environment; Participate positively with the team
Communication Scope
Verbal communication; Written communication
Full Job Description
Overview *Candidates must be located in or near the Virginia Beach, Virginia area* Shift: Monday - Friday 8am - 5pm 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. Your Impact The essential functions of this position include: 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 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 towards constantly improving their technical skills Knowledgeable in use of MS Excel, Word, Outlook Any one of the following: Two years of Service Desk / Help Desk experience An associate degree (minimum) Any relevant IT certification Position Specifics The initial base salar
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