Service Desk Analyst I

*Shift Schedule: 1st Shift Mon-Fri 8:00 AM -5:00 PM CST

We are seeking a technically skilled and customer-focused Service Desk Analyst to provide onsite support and remote assistance to end users. As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing 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.

The essential functions of this position include:

• Provide onsite and remote Tier 1 and Tier 2 support for hardware, software, and network-related issues
• Perform imaging and reimaging of devices using PXE Boot and USB drive methods
• Respond to customer inquiries in person, electronically and via phone
• Deploy and configure IS devices in alignment with organizational standards
• Assist end users with setup, configuration, and troubleshooting of applications and systems
• Document, track, and monitor issues to ensure timely resolution
• Maintain accurate records in relevant issue tracking systems
• Troubleshoot, diagnose, and resolve customer issues efficiently
• Provide timely updates to customers regarding issue resolution
• Deliver exceptional customer service to customers
• Respond to customer inquiries in person, via email, and over the phone
• Work in a team environment and participate positively with the team
• Mentor and/or train Service Desk Analysts

• High School diploma required
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• 2+ years of experience in a Service Desk or IT Support role, preferably in an onsite support capacity.
• Strong knowledge of Windows OS and enterprise applications.
• Hands-on experience with imaging tools and deployment processes (PXE Boot vs USB drive).
• Familiarity with Active Directory and administrative account management.
• Knowledge of relevant call tracking applications; ServiceNow experience a plus
• Strong verbal and written communication skills
• Demonstrates a proactive commitment to continuously enhancing technical expertise
• Knowledgeable in use of MS Excel, Word, Outlook

Any one of the following:

• Two years of Service Desk / Help Desk experience
• Associate's Degree
• Any relevant IT certification
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)

The initial base salary range for this position is expected to be between $16.83 and $24.04 hourly. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to base salary, our compensation package may include other components such as commissions and discretionary bonuses. 

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended.

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.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

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.

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.

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. 

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