Service Desk Analyst II

Overview*Candidates must be located in or near the Twin Cities, Minnesota area. With a willingness to work on-site at least 3 days a week*2nd Shift: Monday - Friday 2pm - 11pm CSTAs a Service Desk Analyst II, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 2 technical assistance directly to the Bailiwick an ePlus Technology inc, Company 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 Bailiwick/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 ImpactThe essential functions of this position include:Provide excellent customer service to our customers, at all timesRespond to customer inquiries in person, electronically and via phoneTroubleshoot, problem solve and resolve customer issuesDocument, track and monitor problems to ensure resolution in a timely mannerWork in a team environment and participate positively with the teamUpdate customers when issues are resolvedUpdate relevant issue tracking systems appropriatelyMentor and/or train Service Desk Analyst I'sQualificationsHigh School diploma requiredWorking knowledge of fundamental operations of relevant software, hardware and other equipmentKnowledge of relevant call tracking applications; ServiceNow experience a plusThree years of IT related experience requiredStrong verbal communication skillsStrong written communication skillsMust be motivated towards constantly improving their technical skillsKnowledgeable in use of MS Excel, Word, OutlookData analysis and troubleshooting skillsActive Directory experienceMicrosoft technologies supportRemote assistance softwareMulti-Factor Authentication (MFA)Any one of the following:Bachelor's degree (minimum)Two relevant IT certificationsPosition SpecificsThe initial base salary range for this position is expected to be between $21.63 and $26.00 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.#LI-LR1#IND1Who We AreAt ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.Physical RequirementsWhile 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.By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.Corporate ValuesRespectful 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 BelongingWe 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.