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ERP International · 1 month ago

Mid-Level Service Desk Analyst - Manhattan, NY

US-NY-Bohemia

Full-time

Onsite

Mid Level

$72K/yr - $80K/yr

3+ years exp

ERP 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 service desk tickets, working directly with clients to resolve issues, and improving automation and processes in ServiceNow.

B2BGovernmentHealth CareManagement Consulting

Comp. & Benefits

No H1B

U.S. Citizen Only

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

ServiceNowITILTechnical troubleshootingClient interface experienceMicrosoft Active DirectoryMicrosoft Windows 10/11Mobile Device ManagementCustomer support skillsDocumentation developmentCommunication skills

Required

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

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 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 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 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