Help Desk Associate

Spatial Front, Inc; Arlington (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Spatial Front, Inc. is seeking a Help Desk Associate to provide Tier 2 support for PeopleSoft HCM in a secure federal environment, focusing on incident resolution, ticket management, and user assistance.

The role requires strong customer service, documentation discipline, and cross‑team coordination to support mission‑critical HR systems for government customers. Ideal candidates have a bachelor’s degree or equivalent experience, 3+ years in help desk or application support, and hands‑on

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field; equivalent relevant experience may be considered
• 3+ years of help desk, application support, or service desk experience supporting enterprise applications; PeopleSoft HCM experience strongly preferred
• Hands-on experience with ticket management and case resolution processes; proficiency with PeopleSoft CRM or a similar enterprise ticketing platform required
• Strong troubleshooting and analytical skills, with the ability to gather information, diagnose issues, document findings, and drive resolution
• Experience supporting Tier 2 operations, including incidents, service requests, and defect follow-up, while maintaining high customer service and documentation standards
• Experience working in secure federal, DoD, or controlled environments preferred; familiarity with access controls and audit requirements is a plus
• Active Secret security clearance required or ability to obtain one

Responsibilities

• Provide Tier 2 help desk support for PeopleSoft HCM, including incident response, service request fulfillment, troubleshooting, and user assistance
• Use PeopleSoft CRM to log, categorize, prioritize, assign, track, and close tickets in alignment with SLAs and service desk procedures
• Analyze and troubleshoot application, process, interface, and user‑reported issues to identify root causes
• Resolve issues within scope and elevate to developers, functional teams, or infrastructure support as needed
• Manage ticket queues, triage requests, monitor backlog, and ensure timely resolution and communication
• Document incidents, resolutions, and workarounds to support auditability and knowledge sharing
• Assist users with system navigation, transaction errors, access issues, and general support needs
• Validate fixes and confirm resolution with end users before ticket closure
• Develop and maintain knowledge base articles, SOPs, FAQs, and job aids
• Support release activities, including smoke testing, defect validation, and post‑deployment support
• Identify trends and recommend improvements to reduce recurring issues and enhance service delivery
• Follow IT service management best practices across incident, request, problem, and change management
• Collaborate with cross‑functional teams, including developers, testers, system administrators, and security personnel
• Perform other duties as assigned

Skills

Customer service

Troubleshooting

Analytical thinking

ITSM practices

Ticket management

Communication

Cross-team collaboration

Documentation

Education

Bachelor’s degree or equivalent experience in Information Systems/CS/Business

Tools

PeopleSoft HCM

PeopleSoft CRM

Job description

Spatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Help Desk Associate to join our team. The ideal candidate will provide Tier 2 help desk and application support for PeopleSoft HCM in a secure federal environment. This role focuses on hands‑on incident resolution, service request fulfillment, ticket management, user support, and troubleshooting, with PeopleSoft CRM serving as the primary system for ticket intake, tracking, and resolution. This position requires a strong balance of customer service, technical troubleshooting, documentation discipline, and cross‑team coordination to support mission‑critical HR systems for federal government customers.

Location: On‑site in Arlington, VA

Key Responsibilities

• Provide Tier 2 help desk support for PeopleSoft HCM, including incident response, service request fulfillment, troubleshooting, and user assistance
• Use PeopleSoft CRM to log, categorize, prioritize, assign, track, and close tickets in alignment with SLAs and service desk procedures
• Analyze and troubleshoot application, process, interface, and user‑reported issues to identify root causes
• Resolve issues within scope and elevate to developers, functional teams, or infrastructure support as needed
• Manage ticket queues, triage requests, monitor backlog, and ensure timely resolution and communication
• Document incidents, resolutions, and workarounds to support auditability and knowledge sharing
• Assist users with system navigation, transaction errors, access issues, and general support needs
• Validate fixes and confirm resolution with end users before ticket closure
• Develop and maintain knowledge base articles, SOPs, FAQs, and job aids
• Support release activities, including smoke testing, defect validation, and post‑deployment support
• Identify trends and recommend improvements to reduce recurring issues and enhance service delivery
• Follow IT service management best practices across incident, request, problem, and change management
• Collaborate with cross‑functional teams, including developers, testers, system administrators, and security personnel
• Perform other duties as assigned

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field; equivalent relevant experience may be considered
• 3+ years of help desk, application support, or service desk experience supporting enterprise applications; PeopleSoft HCM experience strongly preferred
• Hands‑on experience with ticket management and case resolution processes; proficiency with PeopleSoft CRM or a similar enterprise ticketing platform required
• Strong troubleshooting and analytical skills, with the ability to gather information, diagnose issues, document findings, and drive resolution
• Experience supporting Tier 2 operations, including incidents, service requests, and defect follow‑up, while maintaining high customer service and documentation standards
• Experience working in secure federal, DoD, or controlled environments preferred; familiarity with access controls and audit requirements is a plus
• Active Secret security clearance required or ability to obtain one

Desired Skills

• Familiarity with PeopleSoft HCM business processes, including navigation, self‑service functions, and common production support issues
• Experience using PeopleSoft CRM for ticket intake, routing, tracking, and resolution documentation
• Knowledge of IT service management (ITSM) practices, including incident, request, problem, and knowledge management
• Experience supporting application releases, regression testing, defect validation, and post‑deployment support
• Ability to interpret technical and functional documentation and communicate effectively with both technical and non‑technical users
• Experience with query tools, reporting, or basic SQL for troubleshooting and data validation

Additional Information:

• Clearance: Must be a U.S. Citizen with an active Secret security clearance or the ability to obtain one.
• Work Environment: On‑site as required by the contract.
• For information on SFI's benefits, please visit http://www.spatialfront.com/pages/career.html
• This is a full‑time, W2 position.
• No agencies, third parties, or Corp‑to‑Corp submissions.
• Spatial Front Inc. is an Equal Opportunity Employer — all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.