Tier 0 / Tier 1 Help Desk Analyst - Multiple Teams

The Opportunity

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking Tier 0 / Tier 1 Help Desk Analysts to serve as the first point of contact for the client's Oracle Federal Financials users.

The client's environment is operated as a shared service serving multiple agencies. This role handles end-user system issues, funds check errors, and transactions that cannot be processed, and supports Tier 1 work. 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 end-user support via ServiceNow tickets, telephone inquiries, walk-in requests, and emails as the first point of contact for system issues, funds check errors, and transactions that are unable to be processed.
• Gather requirements from components for Enhancement Requests and coordinate with Tier 1, Tier 2, and the Joint Program Management Office (JPMO).
• Provide support for business processes and develop reports (excluding Microsoft Power BI reports for financial operations).
• Support Tier 1 work: account administration, request tracking and resolution, triage, and ServiceNow documentation.
• Follow SOPs, desk guides, and service level agreements.
• Work an assigned shift within the FSC help desk hours of 6:00 am–9:00 pm ET, Monday–Friday.

Required Qualifications

• Bachelor's degree in a related field or 5 years of related experience.
• Customer-facing help desk or end-user support experience.
• Ability to work on-site in Chesapeake, VA.

Preferred Experience

• Experience with Oracle Federal Financials or another federal financial system.
• ServiceNow experience.
• Basic reporting skills.

What Success Looks Like

• Suggested: End-user issues from tickets, phone, walk-ins, and email are handled or routed correctly the first time.
• Suggested: Enhancement requests are gathered completely and coordinated with Tier 1, Tier 2, and the JPMO.
• Suggested: SOPs, desk guides, and service level agreements are followed consistently.

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.

Equal Opportunity Employer Minority/Female/Veteran/Disability

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Only direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.