Desktop & ERP Support Analyst

We are seeking a Desktop & ERP Support Analyst for an 18+ month contract engagement to provide front-line end-user and workstation support while also assisting with ERP (SAP) operational support. This role is primarily focused on desktop, device, and user-facing support, with secondary responsibilities supporting ERP incidents, deployments, and user readiness activities.

The ideal candidate is hands-on, customer-focused, and comfortable supporting users in both steady-state operations and high-visibility deployment environments.

Environment

• Hybrid schedule: 1–3 days onsite in Newark, DE
• Occasional travel to Dover, DE may be required
• Extended hours may be needed during ERP testing or deployment events

Key Responsibilities

Desktop & End-User Support (Primary Focus – ~70%)

• Provide Level 1/2 support for desktops, laptops, mobile devices, and peripherals in Windows and macOS environments.
• Troubleshoot hardware, OS, application, printing, and connectivity issues.
• Support user onboarding/offboarding, device imaging, workstation deployments, and hardware refreshes.
• Validate workstation configurations, device connectivity, and peripherals supporting business and ERP workflows.
• Manage incidents and service requests through ServiceNow, ensuring timely resolution and strong customer experience.
• Deliver on-site and remote support during office rollouts, system upgrades, and business-critical events.

ERP (SAP) Support & Operations (Secondary Focus – ~30%)

• Serve as the initial point of contact for ERP-related incidents and access requests.
• Perform Level 1/2 ERP troubleshooting and escalate issues following ITIL/ITSM practices.
• Support ERP testing, cutover, and go-live activities by ensuring user access, workstation readiness, and system availability.
• Conduct routine checks to confirm ERP environments are accessible from an end-user perspective.

Required Qualifications

• 3+ years of desktop or end-user support experience in an enterprise environment.
• Strong troubleshooting skills across Windows and/or macOS systems.
• Experience working with enterprise ticketing systems such as ServiceNow.
• Familiarity with ITIL/ITSM support processes.
• Excellent communication and customer service skills.
• Experience supporting ERP applications; SAP S/4HANA exposure is a plus.