Service Desk Analyst II (Req#1020)

As a Senior Desktop Technician, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 2 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 Analyst I’s 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 Three years of IT related 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 Data analysis and troubleshooting skills Active Directory experience Microsoft technologies support Remote assistance software Multi-Factor Authentication (MFA)