Tier 0 / Tier 1 Help Desk Analyst

i360technologies, Inc.; Chesapeake (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Technology Reimbursement

Short-Term Disability

Long-Term Disability

Life Insurance (Basic, Voluntary & AD&

PTO

Job summary

i360technologies, Inc. is seeking Tier 0 / Tier 1 Help Desk Analysts to serve as the first point of contact for the client's Oracle Federal Financials users. On-site at the FSC in Chesapeake, VA with limited telework approved by the client, the role supports a 40-hour week within 6:00 am–9:00 pm ET.

A background in federal financial systems is preferred and shift coverage is required. The position emphasizes end-user issue resolution, requirement gathering for enhancements, and adherence to SOPs

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.

Responsibilities

• Provide end-user support via ServiceNow tickets, phone inquiries, walk-ins, and emails.
• Gather requirements and coordinate with Tier 1, Tier 2, and JPMO.
• Support business processes and develop reports (excluding Power BI for financial ops).
• Support Tier 1: account administration, tracking, triage, and documentation.
• Follow SOPs, desk guides, and service level agreements.
• Work assigned shift within FSC hours (6:00 am–9:00 pm ET), Monday–Friday.

Skills

Customer-facing support

End-user support

Communication skills

Education

Bachelor's degree in a related field

5 years related experience

Tools

ServiceNow

Oracle Federal Financials

Job description

Federal Financial Shared Service Center | Tier 0 / Tier 1 Help Desk Analyst

Oracle EBS Help Desk

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

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 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.
• Referral Bonus
• (401k) Matching
• 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)

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.