Service Desk Analyst II

About the role

As a Service Desk Analyst II you will deliver Level 2 technical support to ePlus customers, handling calls, emails and remote sessions. You will diagnose, document and resolve issues while ensuring a high‑quality customer experience.

Key responsibilities

• Provide excellent customer service across phone, email and chat.
• Troubleshoot, diagnose and resolve technical issues for end‑users.
• Document, track and monitor incidents in the ticketing system.
• Update customers on status and resolution of their requests.
• Mentor and train Service Desk Analyst I colleagues.
• Maintain accurate records in relevant issue‑tracking tools.

Required profile

• High School diploma (Bachelor’s degree preferred) and at least three years of IT experience.
• Strong verbal and written communication skills.
• Motivation to continuously improve technical expertise.
• Two relevant IT certifications (optional alternative to a degree).

Required skills

• ServiceNow (experience a plus)
• Active Directory
• Microsoft technologies support (Windows, Office suite)
• Remote assistance software
• Multi‑Factor Authentication (MFA)
• MS Excel, Word, Outlook
• Fundamental operations of software, hardware and networking equipment
• Data analysis and troubleshooting

What we offer

• Base hourly rate $21.63–$31.25 (commissions and bonuses possible)
• Full medical, dental and vision benefits
• 401(k) eligibility and employee stock purchase program
• Paid vacation, sick leave and personal days
• Opportunities for mentorship and professional growth