Help Desk Specialist

Senior Help Desk Specialist IIERP International, LLC is currently seeking a skilled Senior Help Desk Specialist II to support our clients USDA - OIG technical support program in Washington, DC. As a Senior Help Desk Specialist, you will be required to respond to queries remotely to assess and diagnose computer hardware and software problems and implement effective solutions.ERP Offers Employees:Competitive Salaries & Benefits to include Health, Dental, Vision and Retirement!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!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: $50,000 – $65,000The 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.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.ResponsibilitiesResponsibilitiesResponsible for diagnosing and resolving HW/SW Tier 1 and 2 issues.Provide support to end-users and VIPs on a variety of issues.Identify, research, and resolve technical problems.Respond to telephone calls, emails, and personnel requests for technical support.Document, track and monitor the problem to ensure a timely resolution.QualificationsEducation and Experience Requirements:Bachelor's Degree or Associate Degree in Computer Science or a related field of study desired.At least five (5+) years of Help Desk Specialist Experience.Must be able to obtain a USDA Clearance.Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and abnormalities.Minimum Requirements:Strong customer support skillsStrong written and verbal communications skillsKnowledge of the LANDESK ticketing system (or similar ie ServiceNow, Zoho)Knowledge of ITIL best practicesInTune andAndroid Phone Configuration (Samsung)/Apple iPhone, general MDMVOIP Phone Configuration and Setup (T-Mobile) and Smart Phone Backoffice Tracking Tools (Verizon)PC setup, troubleshooting and automated imagingKnowledge working and supporting the following products and tools:Dell laptop system support, HW and SW, Windows 11Microsoft ExchangeAnti-Virus Software (i.e., Microsoft System Center Endpoint Protection)Microsoft Distributed File System (DFS)Enterprise Mobile Devices (i.e., Blackberry and Android Devices)Microsoft Active Directory (AD)Microsoft Domain Name Services (DNS)Microsoft Dynamic Host Configuration Protocol (DHCP)Smart Card AuthenticationEnterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption)Enterprise Communication Services (i.e., Skype for Business)Microsoft SharePoint end-users supportMicrosoft Windows (esp 20H2)SAMSUNG S20 Mobile/Apple iPhone 14 Phone set up, admin and trouble shooting supportNetwork PrintersMicrosoft Office productsTicketing System (i.e., LANDesk)Video Conferencing Support (i.e., TEAMs)General System Administration