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    Service Desk Analyst I - Virginia Beach, United States - ePlus

    ePlus
    ePlus Virginia Beach, United States

    2 weeks ago

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    Description

    Overview

    As a Service Desk Analyst, 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.

    This position is onsite at the Chesapeake Regional Hospital locations.

    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

    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.

    YOUR IMPACT

    The essential functions of this position include:

    • Provide consistently excellent customer service to our customers
    • Work in a team-centric environment and participate positively with the team
    • Respond to customer inquiries in person, electronically and via phone as needed
    • Effectively communicate with the customer throughout the lifecycle of each service event
    • Troubleshoot, problem solve, coordinate, and resolve customer issues and technical problems
    • Assist with emergency, high priority Service Recovery and escalation resolutions
    • Document, track, and monitor problems to ensure timely resolutions
    • Update and maintain relevant issue/ticketing tracking systems appropriately
    • Provide support for team members, as needed
    • Be a strong individual contributor
    • Willingness to work the assigned shifts:
      • 1st Shift (7am - 3:30pm), 2nd shift (3pm - 11:30pm) or 3rd shift (11pm - 7:30am)
    QUALIFICATIONS
    • High School diploma or GED required
    • One or more of the following: CompTIA A+, CompTIA Network+, CompTIA
    • Security +, Help Desk Institute, Degree in Information Technology are preferred
    • 1-3 years of customer-facing Service Desk, Help Desk or Support Center experience
    • Working knowledge of fundamental operations of relevant software, hardware, and other equipment
    • Knowledge of remote desktop triage and service
    • Knowledge of troubleshooting in a Citrix environment
    • Knowledge of relevant call tracking applications; TechExcel experience a plus
    • Strong verbal communication skills
    • Strong written communication skills
    • Must be motivated towards constantly improving their technical skills
    • Knowledgeable in use of MS Office Suite/O365
    • Experience with troubleshooting Citrix a strong plus
    POSITION SPECIFICS

    The base salary range for this position at commencement of employment is expected to be between $16.83 and $24.04 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

    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.

    By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.

    #LI-AC1

    #IND1
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