Help Desk Technician I en ePlus inc.

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.

YOUR IMPACT

The essential functions of this position include:

• 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.

QUALIFICATIONS

• 1+ years of relevant work experience
• Educational background in Computer Science, Information Systems/Technology, or Business preferred
• Preferred certifications: ITIL, CHDA, A+, Network+, Security+
• 2+ plus years supporting operations and/or IT 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

POSITION SPECIFICS

The initial base salary range for this position is expected to be between $19.23 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 base salary, our compensation package 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. ePlus Benefits highlights can be viewed here.

If hired, 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.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection with a valid written agreement between ePlus and the referring agency, and then only after providing advance written approval to the referring agency to submit resumes in connection with a particular opportunity.

PHYSICAL REQUIREMENTS

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.

CORPORATE VALUES

Respectful communication and cooperation:  We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.

Teamwork and employee participation:  Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.

Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.

Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.

COMMITMENT TO DIVERSITY, INCLUSION AND BELONGING

We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.

ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work. 

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