Job Details
**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 plus**Clearance Requirements:**+ Must be able to obtain a FDC Clearance**Standard 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 ExchangeAnti-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 preferredDesktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgradesMicrosoft Active Directory (AD)Microsoft Domain Name Services (DNS)Microsoft Dynamic Host Configuration Protocol (DHCP)Smart Card AuthenticationVirtual Private Network (VPN)/WIFI support for remote and in-office clientsEnterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)Enterprise Communication Services (i.e., TEAMs for Business)Microsoft SharePoint end-users supportMicrosoft Windows 10. 11VPN and PIN Card TroubleshootingInternet-based VOIP desk phone systems, troubleshooting and system upgradesTEAMs-based phone systemsBitLocker or other user authentication toolAdobeAsset Management tools and techniques for large infrastructure environmentsSecure email Transmission facility (i.e, Accellion or similar)Outlook Email archive managementNetwork PrintersMicrosoft Office productsTicketing and Asset Management System (i.e., ServiceNow)Knowledge Base resource and video guide training planning and developmentVideo Conferencing Support (i.e., VTC)General Desktop and Mobile Device System AdministrationSpecialized agency inhouse application support and troubleshooting**Job Locations** _US-DC_**Posted Date** _4 months ago_ _(1/8/2024 3:32 PM)_**_Job ID_** _2024-4374_**_Category_** _Information Technology_