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Service Desk Analyst III, 1st shift: 8am-5pm, Wednesday - Sunday

Company: ePlus inc.
Location: Virginia Beach
Posted on: November 22, 2021

Job Description:

Job Purpose:Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers-many of which look to us for their own technology infrastructure needs-keep us immersed across the broad spectrum of the IT ecosystem.As a Service Desk Analyst III, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 3 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution.From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.Job 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
  • Subject Matter Expert (SME) for one or more Service Desk accounts
  • Respond to customer related inquiries and escalations
  • Create and Review knowledgebase content as needed
  • Attend and/or lead client specific meetings
  • Mentor and/or train all lower-level Service Desk AnalystsYour 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.
    • Handle confidential matters and information professionally
    • Conduct business in a professional, competent and ethical manner
    • Adhere to corporate policies and proceduresJob Knowledge/Skills:
      • 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
      • Data analysis and troubleshooting skills
      • Active Directory experience
      • Microsoft technologies support
      • Remote assistance software
      • Multi Factor Authentication (MFA)
      • Hardware support (to include laptops, desktops, peripherals, and mobile devices)Education and Experience:
        • 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
        • Three years of Service Desk / Help Desk experience requiredAny one of the following:
          • A Bachelor's degree (minimum)
          • Two relevant IT certificationsPhysical 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.I understand that the job description is for informational purposes only and is neither an express nor an implied contract of employment.#LI-CR1Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: ePlus inc., Virginia Beach , Service Desk Analyst III, 1st shift: 8am-5pm, Wednesday - Sunday, Professions , Virginia Beach, Virginia

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