ERP International · 6 days ago
Mid-Level Service Desk Analyst - Manhattan, NY
Manhattan, NY
Full-time
Onsite
Mid Level
$72K/yr - $80K/yr
3+ years expERP International, LLC is currently seeking a Full Time, On Site mid-level Service Desk Analyst to support the Development Finance Corporation (DFC) government agency CFESS technical support program. The role involves responding to tickets for ongoing complex Service Desk activities and working directly with clients to resolve issues.
B2BGovernmentHealth CareManagement Consulting
Responsibilities
Support and respond to tickets for ongoing complex Service Desk activities in ServiceNow for DFC IT infrastructure and Mobile devices
Work with clients directly 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 directly with DFC clients on improving ServiceNow automation and ITIL processes, addressing any client concerns and issues
Other duties as assigned
Qualification
Required
Bachelors Degree in Computer Studies or a related field of study
Must be able to obtain a DFC Level 1 Clearance
3-4 years of Service Desk Support and leadership in an automated setting/ServiceNow 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 ServiceNow for a medium size client base IT
Proactive client interface experience and deliverable documentation development
Staff interface and asset coordination experience
Strong customer asset support skills
Strong written and verbal communications skills
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), 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 (InTune) Administration, Specialized DFC agency inhouse application support and troubleshooting
Intune: 1 year (Required)
Active Directory Windows 10: 1 year (Required)
Location: Manhattan, NY (Required)
Preferred
Training in ServiceNow and Service Desk and/or ITIL methods
Experience supporting DFC or similar IT organization
Mobile Device startup and client configuration/Apple iPhone experience
Knowledge of the ServiceNow ticketing system
Experience with ITIL best practices
Benefits
PTO and 10 Paid Federal Holidays!
Medical/Dental/Vision and Health Savings Account available!
Matching 401K!
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Retirement plan
Tuition reimbursement
Vision insurance
Company
ERP International
ERP International is a provider of health, science, and technology solutions for companies in the government and commercial sectors.
501-1000 employees
H1B Sponsorship
ERP International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Michael C. Ott
Chief Medical Officer
Recent News
Company data provided by crunchbase