Skills
Level 1 IT support
Help desk ticketing
Troubleshooting
About the Role
ePlus is seeking a Service Desk Analyst I to provide Level 1 technical support to our customer base. This role focuses on fast, accurate troubleshooting and clear communication as you respond to support requests from calls and email.
Location requirement: Candidates must be located in or near the Virginia Beach, Virginia area.
Shift: Tuesday–Saturday, 9:00 AM–6:00 PM ET.
Responsibilities
- Answer inbound technical support calls and respond to customer emails
- Provide Level 1 assistance through problem diagnosis, resolution, and follow-up
- Document issues with accurate details for tracking and escalation when needed
- Coordinate with internal teams to ensure timely resolution and customer satisfaction
- Maintain professionalism and strong customer service throughout every interaction
Requirements
- Experience providing first-level technical support (or equivalent help desk experience)
- Ability to troubleshoot common IT issues and explain solutions clearly
- Strong attention to detail for logging and tracking tickets
- Reliable internet connectivity if the role is remote/hybrid (minimum guidance: 50 Mbps download / 15 Mbps upload)
- Availability for the assigned Tuesday–Saturday 9:00 AM–6:00 PM ET shift
Benefits
- Opportunity to grow in a customer-focused IT support environment
- Structured shift schedule (Tue–Sat, 9:00 AM–6:00 PM ET)
- Supportive team culture and process-driven ticketing workflow
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