Senior Help Desk Specialist - Washington DC Hybrid

Overview ERP 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. Pay Range $50,000 – $65,000 Responsibilities Diagnose and resolve 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. Qualifications Education 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 skills Strong written and verbal communications skills Knowledge of the LANDESK ticketing system (or similar ie ServiceNow, Zoho) Knowledge of ITIL best practices InTune and Android Phone Configuration (Samsung)/Apple iPhone, general MDM VOIP Phone Configuration and Setup (T-Mobile) and Smart Phone Backoffice Tracking Tools (Verizon) PC setup, troubleshooting and automated imaging Knowledge working and supporting the following products and tools: Dell laptop system support, HW and SW, Windows 11 Microsoft Exchange Anti-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 Authentication Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption) Enterprise Communication Services (i.e., Skype for Business) Microsoft SharePoint end-users support Microsoft Windows (esp 20H2) SAMSUNG S20 Mobile/Apple iPhone 14 Phone set up, admin and trouble shooting support Network Printers Microsoft Office products Ticketing System (i.e., LANDesk) Video Conferencing Support (i.e., TEAMs) General System Administration Job Location: US-DC ERP International 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 hiring and retaining a diverse workforce. ERP is an equal opportunity/affirmative action employer and does not discriminate on the basis of race, color, creed, sex, national origin, religion, age, disability, pregnancy or veteran status. We welcome the employment of women, minorities, veterans and individuals with disabilities in our workforce. If you are in need of special assistance, please contact our Human Resources Department. Interested parties may view our affirm­ative action plan for veterans and individuals with disabilities by contacting the Human Resources Department. ERP participates in E-Verify. #J-18808-Ljbffr ERP International