Service Desk Analyst II

Overview As a Service Desk Analyst II, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 2 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 I’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

Three years of IT related experience required

Strong verbal communication skills

Strong written communication skills

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