Service Desk Analyst III
: Job Details :

OverviewAs a Service Desk Analyst III, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 3 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.ResponsibilitiesThe essential functions of this position include:Provide excellent customer service to our customers, at all timesRespond to customer inquiries in person, electronically and via phoneTroubleshoot, problem solve and resolve customer issuesDocument, track and monitor problems to ensure resolution in a timely mannerWork in a team environment and participate positively with the teamUpdate customers when issues are resolvedUpdate relevant issue tracking systems appropriatelySubject Matter Expert (SME) for one or more Service Desk accountsRespond to customer related inquiries and escalationsCreate and Review knowledgebase content as neededAttend and/or lead client specific meetingsMentor and/or train all lower-level Service Desk AnalystsQualificationsHigh School diploma requiredWorking knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of relevant call tracking applications; ServiceNow experience a plusThree years of Service Desk / Help Desk experience requiredStrong verbal communication skillsStrong written communication skillsMust be motivated towards constantly improving their technical skillsKnowledgeable in use of MS Excel, Word, OutlookData analysis and troubleshooting skillsActive Directory experienceMicrosoft technologies supportRemote assistance softwareMulti Factor Authentication (MFA)Hardware support (to include laptops, desktops, peripherals, and mobile devices)Any one of the following:A Bachelor's degree (minimum)Two relevant IT certificationsPosition SpecificsThe base salary range for this position at commencement of employment is expected to be between $28.85 and $33.65 hourly; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility 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 employee receives an offer of employment. 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.Physical RequirementsWhile 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.#J-18808-Ljbffr