Provide Level 1 service desk support onsite in Chesapeake, VA by handling customer requests, diagnosing issues, and driving tickets to resolution.

Deliver consistently excellent customer service
Work in a team-centric environment and contribute positively to team efforts
Respond to customer inquiries in person, electronically, and via phone as needed
Communicate with customers throughout the lifecycle of each service event
Troubleshoot and problem solve technical issues to coordinate and resolve customer problems
Support emergency, high-priority Service Recovery and escalation resolutions
Document, track, and monitor problems to support timely resolution
Update and maintain relevant issue and ticketing tracking systems appropriately
Provide support for team members when needed
Maintain strong individual contributor performance
Work assigned shift: Friday to Tuesday, 7:00am to 3:30pm

Professional handling of confidential matters and information
Conduct business in a professional, competent, and ethical manner
Adhere to corporate policies and procedures
Strong verbal communication skills
Strong written communication skills
Service Desk or Help Desk ticketing system experience
Motivation to continuously improve technical skills
Knowledgeable in MS Office Suite and O365
High School diploma or GED required
1 to 3 years of customer-facing Service Desk, Help Desk, or Support Center experience required
Working knowledge of fundamental operations of relevant software, hardware, and other equipment
Knowledge of remote desktop triage and service
Physical hardware troubleshooting and basic repairs preferred
Citrix troubleshooting knowledge is a plus
Knowledge of relevant call tracking applications; ServiceNow experience is a plus
One or more preferred: CompTIA A+, CompTIA Network+, CompTIA Security+, Help Desk Institute, or a Degree in Information Technology

Location: Chesapeake, VA (onsite)
Site: Chesapeake Regional Hospital locations
Shift: Friday to Tuesday, 7:00am to 3:30pm EST
Candidate location requirement: located in or near the Chesapeake, Virginia area
Salary: USD 16 to 24 per hour (initial base salary range expected to be $16.83 to $24.04 hourly)
Compensation may include other components such as commissions and discretionary bonuses
At-will position; Company may modify base salary and other discretionary compensation programs at any time

Finger dexterity for small movements such as typing and picking up small objects
Frequent use of wrists, hands, and/or fingers
Speech ability to convey detailed or important instructions accurately and clearly
Hearing ability to receive ordinary information in conversation
Average visual ability for preparing or inspecting documents or products and operating machinery
Ability to tolerate prolonged sitting and sedentary work if required
Ability to walk extensively to support various locations
Ability to move, push, or lift 10 to 30 pounds of force occasionally
Work includes seated tasks and occasional standing or walking

Internal control responsibilities vary by role and may change; discuss individual responsibilities with your immediate supervisor regularly

ePlus accepts unsolicited resumes only when presented directly by a candidate
Unsolicited resumes submitted from other sources are considered ePlus property and do not qualify for placement or referral fees
Fees are only paid with a valid written agreement between ePlus and the referring agency

Service Desk Analyst I

Job Description