Tier 1 Help Desk Analyst

About the role

• CAREER OPPORTUNITY
• Federal Financial Shared Service Center | Tier 1 Help Desk Analyst
• Oracle EBS Help Desk
• Help Desk Analyst | User Account Administration | ServiceNow
• CLIENT
• Federal Financial Shared Service Center
• PROJECT
• Oracle Federal Financials Operations Support
• LOCATION
• Chesapeake, VA
• WORK
• ARRANGEMENT
• Onsite (limited telework with client approval)
• U.S. WORK
• AUTHORIZATION
• U.S. citizenship required
• SCHEDULE
• Assigned shift within 6:00 am-9:00 pm ET, Monday-Friday; 40-hour week
• EXPERIENCE
• 5+ years, or a Bachelor's degree in a related field
• DEGREE
• Bachelor's degree in a related field, or 5 years of related experience

The Opportunity

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking Tier 1 Help Desk Analysts to provide centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies.

This role answers and resolves requests, manages user accounts, and triages and escalates incidents in ServiceNow. This role is on-site at the client's Financial Service Center (FSC) in Chesapeake, VA. Telework is limited and requires client approval, so this is an in-office role. Work is performed within the FSC's normal help desk operating hours (6:00 am-9:00 pm ET, Monday-Friday) on a typical 40-hour week; occasional work outside normal hours (for example, maintenance weekends and month-end or year-end closing) may be required.

What You Will Do

• Provide centralized support for the management and administration of user accounts.
• Track, answer, and resolve requests for assistance regarding applications, business processes, and payment status.
• Triage incoming ServiceNow incidents, including categorization, research, and escalation of issues that cannot be resolved at Tier 1.
• Document all calls and requests for assistance in ServiceNow.
• Contribute data to weekly and monthly ServiceNow summary reports and Tier 1 weekly telework statistics.
• Test applications used to support Tier 1 functions (ALM, ServiceNow, and the financial system).
• Support audit requests by participating in meetings and providing information, documentation, or data.
• Work an assigned shift within the FSC help desk hours of 6:00 am-9:00 pm ET, Monday-Friday.

Required Qualifications

• Help desk or application support experience, including ticket documentation in an ITSM tool.
• Strong customer service and written communication skills.
• Ability to work on-site in Chesapeake, VA.

Preferred Experience

• Experience supporting Oracle E-Business Suite / Oracle Federal Financials users.
• User account/access administration experience.
• ServiceNow experience.

What Success Looks Like

• Suggested: Requests are tracked, answered, and resolved, with every call documented in ServiceNow.
• Suggested: Incidents that cannot be solved at Tier 1 are categorized, researched, and escalated correctly.
• Suggested: Accurate data is provided on time for the weekly and monthly ServiceNow reports.

Security & Eligibility Requirements

• U.S. citizenship is required.
• Selected candidate must successfully clear a U.S. government suitability background check.
• Must sign a non-disclosure agreement before gaining site and system access.

Benefits

• Referral Bonus
• (401k) Matching
• Holidays - Eleven
• Technology Reimbursement
• Short-Term & Long-Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)
• 80% Employer Paid Health Care Plan (Medical, Dental & Vision)

Benefit eligibility and coverage are subject to applicable plan terms and company policies.