Tier 1 Service Desk Analyst - Washington DC

District of Columbia
May 09, 2023
Jun 08, 2023
Full Time

ERP International, LLC (www.erpinternational.com) is currently seeking a Full Time Tier 1 Service Desk Analyst to support our FDC 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 2022 Top Workplaces for the third 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.


Job Specific Details and Tasks:
  • Support and respond to tickets for ongoing Tier 1 Service Desk activities in Service Now for FDC 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 FDC clients on improving ServiceNow automation and ITIL processes, 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 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:
  • 3-5+ years of Tier 1 Management Experience in an automated setting
  • 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 FDC 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

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


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 Administration

Specialized agency inhouse application support and troubleshooting

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