Service Desk Analyst II

Bailiwick • Chaska, MN

1d • $22 - $26 • Hybrid

About The Position

As 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.

Requirements

• 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)

Nice To Haves

• Bachelor’s degree (minimum)
• Two relevant IT certifications
• ServiceNow experience

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED