<hr> <p style="text-align: center;"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Overview</strong></span></p> <hr> <p style="line-height: 1;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>*Candidates must be located in or near the Virginia Beach, Virginia area*</strong></span></p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Shift: Saturday - Wednesday 4pm - 1am EST</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">As a <strong>Service Desk Analyst I,</strong> 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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><em>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.</em> </span></p> <hr> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Your Impact</strong></span></p> <hr> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">The essential functions of this position include:</span></p> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Provide excellent customer service to our customers, at all times</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Respond to customer inquiries in person, electronically and via phone</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Troubleshoot, problem solve and resolve customer issues</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Document, track and monitor problems to ensure resolution in a timely manner</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Work in a team environment and participate positively with the team</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Update customers when issues are resolved</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Update relevant issue tracking systems appropriately</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Mentor and/or train Service Desk Analyst’s</span></li> </ul> <hr> <p style="text-align: center;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Qualifications</strong></span></p> <hr> <ul> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">High School diploma required</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Working knowledge of fundamental operations of relevant software, hardware and other equipment</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Knowledge of relevant call tracking applications; ServiceNow experience a plus</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">One year of Customer Service experience required</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong verbal communication skills</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong written communication skills</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Must be motivated towards constantly improving their technical skills</span></li> <li style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Knowledgeable in use