ERP International, LLC is currently seeking a Full Time Helpdesk Support Specialist based in the District of Columbia. This position entails providing technical support for the company’s DOC – OIG technical support program. The ideal candidate will have experience managing and resolving help desk tickets, providing Tier I and Tier II support, and resolving software and hardware issues. The role also involves working closely with OIG clients to address IT concerns and issues. ERP International offers competitive salaries and benefits, as well as a fun and collaborative work environment. Apply online today to join a top workplace and be a part of a dynamic team dedicated to delivering exceptional IT support solutions.
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Job Overview
Job Title
Helpdesk Support Specialist
Location
District of Columbia
Closing Date
February 20, 2024
Company Overview
About ERP International, LLC
ERP International, LLC is a nationally respected provider of health, science, and technology solutions. They offer comprehensive enterprise information technology, strategic sourcing, and management solutions to government and commercial sectors in 40 states. Founded in 2006, ERP is headquartered in Laurel, MD, and has satellite offices in Montgomery, AL, and San Antonio, TX. ERP International is committed to hiring and retaining a diverse workforce and is an equal opportunity employer.
Culture of ERP
ERP International has a fast-paced, fun, collaborative, energetic, and positive work culture. They strive to be the best and encourage their employees to join their exceptional team. ERP values job satisfaction and pride in being an ERP employee.
ERP as Top Workplace
For three consecutive years, ERP International has been named one of The Washington Post’s Top Workplaces. This recognition highlights ERP’s commitment to providing a positive and rewarding work environment for their employees.
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Responsibilities
Management of Help Desk Tickets
The Helpdesk Support Specialist will be responsible for managing and resolving help desk tickets. They will ensure timely resolution of issues and provide exceptional customer service to end-users.
Tier I and Tier II Support
The Support Specialist will provide Tier I and Tier II help desk support. They will address user inquiries, provide technical assistance, and escalate complex issues to higher levels of support when necessary.
Software and Hardware Issue Resolution
The Support Specialist will be responsible for resolving software and hardware issues. They will troubleshoot problems, perform diagnostics, and apply appropriate solutions to ensure system functionality.
Direct Client Support
The Support Specialist will work extensively with OIG clients on IT concerns and issues. They will provide direct support, address client inquiries, and ensure client satisfaction with the services provided.
Knowledge of ServiceDesk Plus
The Support Specialist should have knowledge and experience using the ServiceDesk Plus ticketing system or a similar system. They will use this system to manage help desk tickets and track issue resolution.
Other Duties
In addition to the above responsibilities, the Support Specialist may be assigned other duties as needed. They should be flexible and capable of adapting to changing priorities and requirements.
Minimum Requirements
Experience Supporting DOC OIG or Similar Organization
Preferred candidates should have experience supporting the Department of Commerce Office of the Inspector General (DOC OIG) or a similar organization. This experience will provide familiarity with the specific needs and requirements of the organization.
Strong Customer Support Skills
The Support Specialist must possess strong customer support skills. They should be able to effectively communicate with end-users, understand their issues, and provide appropriate solutions in a timely manner.
Written and Verbal Communication Skills
Effective written and verbal communication skills are essential for the Support Specialist role. They will need to communicate clearly and professionally with clients, team members, and other stakeholders.
Knowledge of ServiceDesk Plus
Proficiency in using the ServiceDesk Plus ticketing system or a similar system is required. The Support Specialist should be able to navigate the system, manage tickets, and track issue resolution effectively.
ITIL Best Practices
Knowledge of ITIL (IT Infrastructure Library) best practices is desired. The Support Specialist should be familiar with IT service management principles and processes to ensure efficient and effective support delivery.
Knowledge of IT Products and Tools
The Support Specialist should have knowledge and experience working with various IT products and tools. This includes Microsoft Exchange, SCCM Administration, anti-virus software, mobile devices, Active Directory, DNS, DHCP, encryption software, communication services, SharePoint, VPN troubleshooting, VOIP systems, printers, Microsoft Office products, and ticketing systems.
Required Education
An associate degree in Computer Science or a related field of study is desired for this role. A bachelor’s degree is preferred but not required.
Clearance Requirements
Candidates must be able to obtain Security Clearance – NACI.
Required Experience
A minimum of 3 years of experience as a Help Desk Specialist is required for this position.
Standard Interview and Selection Process
The interview and selection process for the Helpdesk Support Specialist position may involve several steps. It starts with a recruiter pre-screen, where candidates are assessed based on their qualifications and experience. If selected, candidates will proceed to an interview with the hiring manager and/or technical lead. The purpose of these interviews is to further evaluate the candidate’s fit for the role and assess their technical skills and abilities.
About ERP International, LLC
ERP’s Offerings and Solutions
ERP International, LLC provides comprehensive health, science, and technology solutions to government and commercial sectors. They offer management, analytic, and technical services to support clients in achieving their organizational goals. ERP delivers outcomes that enhance organizational vitality through next-generation IT, business process management, and clinical services.
Health Solutions
ERP’s Health Solutions practice is a network of medical professionals, including physicians, nurses, ancillary personnel, and administrative personnel. They provide comprehensive staffing solutions to meet short- and long-term healthcare requirements.
Digital Solutions
ERP’s Digital Solutions practice focuses on transforming IT systems, organizational structures, and business processes. They offer services such as application transformation, digital government, cyber threat management, enterprise architecture, and data visualization.
Commitment to Diversity
ERP International is committed to hiring and retaining a diverse workforce. They value the employment of women, minorities, veterans, and individuals with disabilities. ERP actively promotes diversity and inclusion in their workforce and encourages equal opportunities for all.
Contact Information
Website
Visit ERP International’s website at https://erpinternational.com/ for more information about the company and their services.
Connect with ERP International on LinkedIn at https://www.linkedin.com/company/erp-international to stay updated on their latest news and job opportunities.
Follow ERP International on Facebook at https://www.facebook.com/ERP-International-105867672908312/ for updates, events, and insights from the company.
About Top Workplaces
Top Workplaces 2021
The Washington Post recognizes companies that provide exceptional work environments and employee satisfaction through its Top Workplaces program. ERP International has been named one of The Washington Post’s Top Workplaces for three consecutive years, highlighting their commitment to creating a positive and rewarding workplace.
Star Nurses Finalists
ERP International has been recognized as a finalist in the Star Nurses program. This program honors outstanding nurses who make a significant impact in their profession and communities. ERP International’s dedication to excellence is reflected in their recognition as a Star Nurses finalist.
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Overall, the Helpdesk Support Specialist position at ERP International, LLC offers an exciting opportunity for individuals with IT support experience. The role involves managing help desk tickets, providing Tier I and Tier II support, resolving software and hardware issues, and delivering direct client support. The minimum requirements include experience supporting DOC OIG or a similar organization, strong customer support skills, written and verbal communication skills, knowledge of ServiceDesk Plus, ITIL best practices, and familiarity with IT products and tools. ERP International is recognized as a top workplace and offers competitive salaries and benefits, job-related training and development, recognition and incentive programs, and community outreach opportunities. Interested candidates can apply online through the ERP International website.
