Service Desk Analyst I (Mon-Fri 3pm-12am)
Scorpion Therapeutics, Virginia Beach, VA, United States
Overview
*Candidates must be located in or near the Virginia Beach, Virginia area*
*2nd Shift: Monday to Friday 3:00 PM - 12:00 AM EST*
As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 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 Analysts
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
One year of Customer Service experience required
Strong verbal communication skills
Strong written communication skills
Must be motivated towards constantly improving their technical skills
Knowledgeable in use of MS Excel, Word, Outlook
Any one of the following:
Two years of Service Desk / Help Desk experience
An associate degree (minimum)
Any relevant IT certification
Position Specifics 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 the base salary, our compensation structure 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.
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.
Legal Statements 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.
Physical Requirements 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.
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*2nd Shift: Monday to Friday 3:00 PM - 12:00 AM EST*
As a Service Desk Analyst I, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 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 Analysts
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
One year of Customer Service experience required
Strong verbal communication skills
Strong written communication skills
Must be motivated towards constantly improving their technical skills
Knowledgeable in use of MS Excel, Word, Outlook
Any one of the following:
Two years of Service Desk / Help Desk experience
An associate degree (minimum)
Any relevant IT certification
Position Specifics 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 the base salary, our compensation structure 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.
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.
Legal Statements 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.
Physical Requirements 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.
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