Service Desk/Infrastructure System Analyst Engineer

ERP International•New York City, NY

6d•$75,000 - $85,000•Onsite

About The Position

ERP International, LLC ( www.erpinternational.com ) is currently seeking a Full Time, On Site mid-level Service Desk /Infrastructure System Analyst Engineer 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: $75,000– $85,000 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.

Requirements

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. Proof of US Citizenship will be required.
5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting; ServiceNow preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required.
Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as ServiceNow for a remote VIP office client based IT problem ticket/system issues resolution
Extensive VIP support at Level II for client activities within local office requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets.
Proactive VIP 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:
Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levels
Exposure and understanding of network tools and techniques such as switches, VPNs, routers and related WiFi connectivity
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/ MDM (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 and office server reset/upgrade support
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 infrastructure system tools/features/application trouble ticket support and troubleshooting

Responsibilities

Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices.
Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
Support HQ office VIPs in Manhattan, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
Other duties as assigned.