Mid-Level Service Desk Analyst - Manhattan, NY

ERP International, LLC (www.erpinternational.com) is currently seeking a Full Time, On Site mid-level Service Desk Analysts 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 opportunity is full time in-office, 5 days per week. 

Culture of ERP:  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 only to discover the immense job satisfaction and pride of being an ERP Employee! ERP International has been named a Washington Post 2025 Top Workplace! We are thrilled to be included on the list for a sixth year in a row!

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

* Excellent Compensation & Exceptional Comprehensive Benefits!

* PTO and 10 Paid Federal Holidays!
* Medical/Dental/Vision and Health Savings Account available!

* Matching 401K!

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 service men and women.

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.

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.

Job Specific Details and Tasks:

• Support and respond to tickets for ongoing complex Service Desk activities in ServiceNow for DFC IT infrastructure and Moblile devices.
• Work with clients 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, addressing any client concerns and issues.
• Other duties as assigned. 

Required Education:

• Bachelors Degree in Computer Studies or a related field of study; training in ServiceNow 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

Required Experience: 

• 3-4 years of Service Desk Support and leadership in an automated setting/ServiceNow preferred. Both ticket management and technial troubleshooting skils 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
  
• 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 (InTune) Administration

Specialized DFC agency inhouse application support and troubleshooting