Help Desk Technician I (Req#1114)

About the position

Are you passionate about technology and enjoy helping people solve problems? As a Help Desk Technician I, you’ll be the go-to expert for first-level IT support, providing hands-on assistance, troubleshooting technical/hardware issues, and ensuring our users stay connected and productive. This is a great opportunity to grow your IT career in a fast-paced, collaborative environment where your problem-solving skills and customer-first mindset will make a real impact.\nYour Impact\nThe essential functions of this position include:\nPerform Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, and related equipment.\nRespond to and resolve user issues via phone, email, or collaboration tools, ensuring timely follow-up and resolution.\nAccurately document support requests, troubleshooting steps, and resolutions.\nOperate within ITIL service support and delivery frameworks.\nEscalate complex issues to Tier 2 support or other IT teams as appropriate.\nManage the issuance, receipt, tagging, and inventory of computer equipment (new, used, deployed, and available).\nPrepare, package, and ship equipment in accordance with company policies and regulations.\nSupport end-user requests including laptop and peripheral setups, replacements, IMACs (Install, Move, Add, Change), and RMA components.\nConduct hardware asset reconciliation, support audits, and maintain up-to-date documentation.\nCoordinate retrieval of equipment from terminated employees and assist managers with ticket closure.

Responsibilities

• Perform Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, and related equipment.
• Respond to and resolve user issues via phone, email, or collaboration tools, ensuring timely follow-up and resolution.
• Accurately document support requests, troubleshooting steps, and resolutions.
• Operate within ITIL service support and delivery frameworks.
• Escalate complex issues to Tier 2 support or other IT teams as appropriate.
• Manage the issuance, receipt, tagging, and inventory of computer equipment (new, used, deployed, and available).
• Prepare, package, and ship equipment in accordance with company policies and regulations.
• Support end-user requests including laptop and peripheral setups, replacements, IMACs (Install, Move, Add, Change), and RMA components.
• Conduct hardware asset reconciliation, support audits, and maintain up-to-date documentation.
• Coordinate retrieval of equipment from terminated employees and assist managers with ticket closure.

Requirements

• 1+ years of relevant work experience
• Educational background in Computer Science, Information Systems/Technology, or Business preferred
• Strong verbal and written communication skills
• Experience with ticketing systems (e.g., Remedy, ServiceNow)
• Excellent customer service and interpersonal skills
• Proven problem-solving abilities with strong attention to detail
• Proficiency in common business applications (Microsoft Office, email, collaboration tools)
• Strong organizational skills with the ability to prioritize tasks effectively
• Flexible and adaptable to meet evolving deadlines and priorities

Nice-to-haves

• Preferred certifications: ITIL, CHDA, A+, Network+, Security+
• 2+ years of experience supporting operations and/or IT preferred

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.