Service Desk Analyst II

Overview Bailiwick is currently seeking a qualified Service Desk Analyst 2 to contribute to our ongoing success and growth to work a Hybrid schedule out of our Chaska, MN HQ Bailiwick is an ePlus Technology, inc. Company that manages IT services specialized in individualized, integrated network solutions for multi-location business across North America. By solving technology challenges and simplifying IT Support, Bailiwick enables clients to accelerate their business results. Founded in 1995, Bailiwick and its robust network of technical specialists have helped renowned companies with countless successful IT implementations and continuous care. Please visit our website for further information at www.bailiwick.com. 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. YOUR IMPACT The essential functions of this position include: 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 QUALIFICATIONS 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) Any one of the following: A Bachelor’s degree (minimum) Two relevant IT certifications POSITION SPECIFICS The base salary range for this position at commencement of employment is expected to be between $21.63 and $31.25 hourly; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions and discretionary bonuses, in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility 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 employee receives an offer of employment. 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. 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.