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Help Desk Representative in Herndon, VA at ePlus

Date Posted: 1/12/2019

Job Snapshot

Job Description

Job Description:
Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading-edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.

The Help Desk Representative will strengthen the 2nd tier of the HelpDesk team. Strong technical knowledge, as well as solid written and verbal communication skills and customer service savvy, are a requirement.

From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.

Job Responsibilities:

  • Respond to requests for technical assistance in person, via phone, and electronically.
  • Diagnose and resolve technical hardware and software issues.
  • Identify and escalate situations requiring urgent attention.
  • Serve as point of escalation for issues not resolvable by tier I technicians.
  • Track and route problems and requests and document resolutions.
  • Provide leadership and guidance to the level 1 technicians.
  • Take charge during planned/unplanned outages and coordinate with service owners and engineering teams.
  • Adhere to the corporate asset management procedures.
  • Set up and configure new hires.
  • Send out company-wide notifications regarding planned/unplanned service outages.
  • Create documentation and help maintain the knowledge base.



Your Corporate Responsibilities:

  • Handle confidential matters and information professionally
  • Conduct business in a professional, competent and ethical manner
  • Adhere to corporate policies and procedures

Job Knowledge/Skills (please apply if you have four (4) or more of these skill sets):

  • Microsoft Windows 7/10
  • Mac OS
  • Microsoft Exchange 2007/2013/Exchange Online
  • Microsoft Active Directory
  • Citrix XenApp / XenDesktop / ShareFile
  • McAfee EPO
  • Quest Migration Manager / ARS
  • SafeNet MobilePASS
  • Office 2010/2013/2016
  • Strong ability to multitask in a fast-paced environment
  • Very strong oral and written communication skills
  • Customer service oriented
  • Leadership ability
  • Attention to detail
  • Stress tolerance

Education and Experience:

  • High School diploma required.
  • Experience using an issue/task management system within a multi-level support environment preferred.

Physical Demands of Job:

  • Physically move or relocate Desktops, Monitors, Laptops, Printers as needed.

Physical Requirements of Position:
The ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and/or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 – 20 pounds of force occasionally.

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