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

Overview

*Candidates must be located in or near the Chesapeake, Virginia area*

*This position is onsite at the Chesapeake Regional Hospital locations*

Shift: Friday - Tuesday 7am - 3:30pm 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.

Your Impact

The essential functions of this position include:

• Provide consistently excellent customer service to our customers


• Work in a team-centric environment and participate positively with the team


• Respond to customer inquiries in person, electronically and via phone as needed


• Effectively communicate with the customer throughout the lifecycle of each service event


• 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 appropriately


• Provide support for team members, as needed


• Being a strong individual contributor


• Willingness to work the assigned shift: (Friday - Tuesday 7am-3:30pm)

Qualifications

Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.

• Handle confidential matters and information professionally


• Conduct business in a professional, competent, and ethical manner


• Adherent to corporate policies and procedures


• Strong verbal communication skills


• Strong written communication skills


• Service Desk/Help Desk ticketing system experience


• Must be motivated towards constantly improving their technical skills


• Knowledgeable in use of MS Office Suite/O365


• Experience with troubleshooting Citrix a strong plus


• High School diploma or GED required


• One or more of the following: CompTIA A+, CompTIA Network+, CompTIA Security +, Help Desk Institute, Degree in Information Technology is preferred


• 1-3 years of customer-facing Service Desk, Help Desk or Support Center experience is required


• Working knowledge of fundamental operations of relevant software, hardware, and other equipment


• Knowledge of remote desktop triage and service


• Knowledge of physical hardware troubleshooting and basic repairs is preferred


• Knowledge of troubleshooting in a Citrix environment is a plus


• Knowledge of relevant call tracking applications; Service Now experience a plus

Physical Requirements

Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly require using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly, or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery. Ability to tolerate prolonged sitting and sedentary work if required. Ability to walk extensively to support various locations. Physical ability to move, push or lift 10 – 30 pounds of force occasionally.

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.

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Corporate Values

• Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.


• Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.


• Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.


• Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

Commitment to Diversity, Inclusion and Belonging

• 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.


• ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.