Mid-Level Service Desk Analyst – Washington DC

Overview

ERP International, LLC is currently seeking a Full‑Time, On‑Site mid‑level Service Desk Analyst to support our Development Finance Corporation (DFC) government agency CFESS technical support program at a remote site under development in NY City, Manhattan, NY. Qualified candidates are urged to apply to learn more about this great opportunity! This role is full‑time in‑office, 5 days per week. The culture of ERP is fast‑paced, fun, collaborative, energetic, and positive.

Location:

Manhattan, NY – fully onsite 5 days/week. Be the best! Join our exceptional team in a dynamic work environment and discover the immense job satisfaction and pride of being an ERP Employee.

• Excellent Compensation & Comprehensive Benefits
• PTO and 10 Paid Federal Holidays
• Medical/Dental/Vision and Health Savings Account available
• Matching 401(k)

Pay Range: $72,000–$80,000. The salary range for this position is determined based on a variety of factors, including but not limited to experience, qualifications, skill level, and location. The final salary offer will fall within this range and will be commensurate with the candidate’s background and the specific demands of the role.

ERP is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment on the basis of race, color, sex, religion, national origin, veteran status, disability status, age, or any other characteristic protected by federal, state, or local law. ERP International is committed to providing veteran employment opportunities to our servicemen and women.

Job Specific Details and Tasks:

• Support and respond to tickets for ongoing complex Service Desk activities in Service Now for DFC IT infrastructure and mobile devices.
• Work directly with clients to support and resolve ticket items and infrastructure issues.
• Maintain updates and actions on open assigned tickets and provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively with DFC clients on improving Service Now automation and ITIL processes, addressing any client concerns and issues.
• Other duties as assigned.

Required

Education:

• Bachelor’s Degree in Computer Studies or a related field of study; training in Service Now and Service Desk and/or ITIL methods a significant plus.

Clearance Requirements:

• Must be able to obtain a DFC Level 1 Clearance.

Standard Interview & Selection Process:

• Recruiter Pre‑Screen
• If selected, Interview with Hiring Manager and/or Technical Lead

• 3–4 years of Service Desk Support and leadership in an automated setting/Service Now preferred. Both ticket management and technical troubleshooting skills required.
• Experience developing and managing ITIL process‑based asset management in an automated ticketing system such as Service Now 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 communication skills.
• Knowledge of the Service Now ticketing system.
• Experience with ITIL best practices.

• Microsoft Exchange;
  Anti‑Virus Software (Microsoft System Center Endpoint Protection)
• Microsoft Distributed File System (DFS);
  Enterprise Mobile Devices (Apple and Android)
• Mobile phone management tools (Intune);
  Mobile Device startup and client configuration;
  Apple iPhone experience 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 DHCP
• Smart Card Authentication
• Virtual Private Network (VPN)/Wi‑Fi support for remote and in‑office clients
• Enterprise Full Disk Encryption (Checkpoint Full Disk Encryption or similar)
• Enterprise Communication Services (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
• Bit Locker or other user authentication tool
• Adobe
• Asset Management tools and techniques for large infrastructure environments
• Secure email transmission facility (Accellion or similar)
• Outlook Email archive management
• Network Printers
• Microsoft Office products
• Ticketing and Asset Management System (Service Now)
• Knowledge Base resource and video guide training planning and development
• Video Conferencing Support (VTC)
• General Desktop and Mobile Device System (Intune) Administration
• Specialized DFC agency in‑house application support and troubleshooting