Service Desk Analyst - Chesapeake Regional Healthcare, Onsite

Shift Hours and Location

Shift

Hours:

7:00 AM to 3:30 PM, Friday through Tuesday. This position is onsite at the Chesapeake Regional Hospital locations.

As a Service Desk Analyst, you will be responsible for answering technical support calls and responding to emails from our customers, providing Level 1 technical assistance directly to the ePlus customer base. You will provide accurate and efficient problem diagnosis, description and tracking through resolution.

This role directly supports our customers by delivering high‑quality technical support and fostering a positive customer experience.

• Consistently provide excellent customer service.
• Work in a team‑centric environment and participate positively with the team.
• Respond to customer inquiries in person, electronically and via phone as needed.
• Effectively communicate with the customer throughout the lifecycle of each service event.
• Troubleshoot, problem‑solve, coordinate, and resolve customer issues and technical problems.
• Assist with emergency, high‑priority Service Recovery and escalation resolutions.
• Document, track, and monitor problems to ensure timely resolutions.
• Update and maintain relevant issue/ticketing tracking systems appropriately.
• Provide support for team members, as needed.
• Be a strong individual contributor.
• Willingness to work the assigned shift: 1st Shift (7:00 AM – 3:30 PM).

• High School diploma or GED required.
• CompTIA A+, CompTIA Network+, CompTIA Security+, Help Desk Institute certification, or a degree in Information Technology is preferred.
• 1‑3 years of customer‑facing Service Desk, Help Desk or Support Center experience.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Knowledge of remote desktop triage and service.
• Knowledge of troubleshooting in a Citrix environment (additional experience a plus).
• Knowledge of relevant call tracking applications;
  Tech Excel experience a plus.
• Provide “At the elbow” software and hardware break‑fix support for users on and off the main hospital campus.
• Knowledge of physical hardware troubleshooting and basic repairs is preferred.

The initial base salary range for this position is expected to be between $16.83 and $24.04 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, the 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.

At 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.

• While 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.

• Respectful communication and cooperation:
  We prioritize respectful communication, fostering an environment where everyone is treated with…