Service Desk Analyst I - On Site at Chesapeake Regional Healthcare (Req #1483)

The role

You will provide Level 1 technical assistance to the ePlus customer base. This involves answering technical support calls and responding to emails to diagnose, describe, and track problems through resolution.

What you will do

• Provide customer service to customers
• Respond to customer inquiries in person, electronically and via phone
• Troubleshoot, problem solve, coordinate, and resolve customer issues and technical problems
• Assist with emergency, high-priority Service Recovery and escalation resolutions
• Document, track, and monitor problems to ensure timely resolutions
• Update and maintain relevant issue/ticketing tracking systems
• Provide support for team members
• Communicate with the customer throughout the lifecycle of each service event

Required qualifications

• Strong verbal communication skills
• Strong written communication skills
• Service Desk/Help Desk ticketing system experience
• Motivated towards constantly improving technical skills
• Knowledgeable in use of MS Office Suite/O365
• High School diploma or GED
• 1-3 years of customer-facing Service Desk, Help Desk or Support Center experience
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment
• Knowledge of remote desktop triage and service
• Ability of finger dexterity for typing and small movements
• Speech ability to convey detailed or important instructions
• Hearing ability to hear average or normal conversations

Nice to have

• Experience with troubleshooting Citrix
• CompTIA A+
• CompTIA Network+
• CompTIA Security +
• Help Desk Institute
• Degree in Information Technology
• Knowledge of physical hardware troubleshooting and basic repairs
• Knowledge of troubleshooting in a Citrix environment
• Service Now experience

Benefits

• Medical benefits
• Financial benefits
• 401(k) eligibility
• Employee stock purchase program
• Vacation
• Sick time
• Personal leave

Before you apply

• Candidates must be located in or near the Chesapeake, Virginia area
• Willingness to work the assigned shift: (Friday - Tuesday 7am-3:30pm)

About the company

At ePlus, technology is a people business. The team is passionate, skilled, and driven to deliver solutions that make a real difference.