Help Desk Specialist — PeopleSoft HCM & Secret Clearance

Spatial Front, Inc

Arlington (VA)

On-site

USD 55,000 - 75,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

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