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

Job description

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 ben