Overview

　　ERP International, LLC ( www.erpinternational.com ) is currently seeking a Full Time Tier 1 Service Desk Analyst to support our DFC CFESS technical support program. Qualified candidates are urged to apply to learn more about this great opportunity!

　　Culture of ERP: Fast-paced, fun, collaborative, energetic, and positive.

　　Be the Best! Join our exceptional team in a dynamic work environment only to discover the immense job satisfaction and pride of being an ERP Employee! Apply online today and discover more about this exceptional employment opportunity.

　　ERP International is honored to have been named one of The Washington Post’s 2023 Top Workplaces for the fourth year in a row!

　　Connect With Us! Apply online today and discover more about this exceptional employment opportunity. www.erpinternational.com

　　ERP Offers Employees:

　　* Competitive Salaries & Benefits!

　　* Remote & Flexible Work Schedules!

　　* Health Advocate & Concierge Services!

　　* Unlimited Job- Related Training & Development!

　　* Employee Recognition & Incentive Programs!

　　* Employee Appreciation & Company Sponsored Events!

　　* Opportunity to work with leading edge technology!

　　* Community Outreach & Charity Work!

　　About ERP International, LLC: ERP is a nationally respected provider of health, science, and technology solutions supporting clients in the government and commercial sectors. We provide comprehensive enterprise information technology, strategic sourcing, and management solutions to DoD and federal civilian agencies in 40 states. Founded in 2006, ERP is headquartered in Laurel, MD and maintains satellite offices in Montgomery, AL and San Antonio, TX - plus project locations nationwide. ERP is an Equal Opportunity Employer - Disability and Veteran.

　　Responsibilities

　　Job Specific Details and Tasks:

　　Support and respond to tickets for ongoing Tier 1 Service Desk activities in Service Now for DFC IT infrastructure

　　Work with cleints directly to support and resolve ticket items and infrasturucture issues.

　　Maintain updates and actions on open assigned tickets and provide regular tracking and summary inputs to the Serivce Area Manager as needed.

　　Work extensively directly with DFC clients on improving ServiceNow automation and ITIL processes, any client concerns and issues

　　Other duties as assigned.

　　Qualifications

　　Required Education:

　　Bachelors Degree in Computer Studies or a related field of study; training in ServiceNow and Service Desk and/or ITIL methods a plusClearance Requirements:

　　Must be able to obtain a FDC ClearanceStandard Interview & Selection Process:

　　Recruiter Pre-Screen

　　If selected, Interview with Hiring Manager and/or Technical Lead

　　Required Experience:

　　2-4 years of Tier 1 Management Experience in an automated setting/ ServiceNow preferred. Both ticket management and technial troubleshooting skils strongly desireable.

　　Experience developing and managing ITIL process-based asset management in an automated ticketing system such as ServiceNow for a medium size client base IT

　　Proactive client interface experience and deliverable documentation development

　　Staff interface and asset coordination experience

　　Experience supporting DFC or similar IT organization preferred

　　Strong customer asset support skills

　　Strong written and verbal communications skills

　　Knowledge of the ServiceNow ticketing system

　　Experience with ITIL best practices

　　Knowledge working with and supporting the following products and tools:

　　Microsoft Exchange

　　Anti-Virus Software (i.e., Microsoft System Center Endpoint Protection)

　　Microsoft Distributed File System (DFS)

　　Enterprise Mobile Devices (i.e., Apple and Android Devices)

　　Mobile phone management tools (i.e., InTune)

　　Mobile Device startup and client configuration/Apple iPhone experinece preferred

　　Desktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgrades

　　Microsoft Active Directory (AD)

　　Microsoft Domain Name Services (DNS)

　　Microsoft Dynamic Host Configuration Protocol (DHCP)

　　Smart Card Authentication

　　Virtual Private Network (VPN)/WIFI support for remote and in-office clients

　　Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)

　　Enterprise Communication Services (i.e., TEAMs for Business)

　　Microsoft SharePoint end-users support

　　Microsoft Windows 10. 11

　　VPN and PIN Card Troubleshooting

　　Internet-based VOIP desk phone systems, troubleshooting and system upgrades

　　TEAMs-based phone systems

　　BitLocker or other user authentication tool

　　Adobe

　　Asset Management tools and techniques for large infrastructure environments

　　Secure email Transmission facility (i.e, Accellion or similar)

　　Outlook Email archive management

　　Network Printers

　　Microsoft Office products

　　Ticketing and Asset Management System (i.e., ServiceNow)

　　Knowledge Base resource and video guide training planning and development

　　Video Conferencing Support (i.e., VTC)

　　General Desktop and Mobile Device System Administration

　　Specialized agency inhouse application support and troubleshooting

　　Job Locations US-DC

　　Posted Date 1 month ago (1/8/2024 8:32 PM)

　　Job ID 2024-4374

　　Category Information Technology