Tier 1 Help Desk Analyst

i360technologies, Inc.; Chesapeake (VA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Tech Reimbursement

Short-Term Disability

Long-Term Disability

Life Insurance

PTO

Job summary

i360technologies, Inc. is seeking a Tier 1 Help Desk Analyst to deliver centralized user and application support for the Oracle Federal Financials operations at the FSC in Chesapeake, VA.

The role is onsite with limited telework and requires US work authorization. You will handle account management, incident triage in ServiceNow, and assist with month-end tasks within a 40-hour week, with shifts between 6:00 am and 9:00 pm ET, Monday through Friday.

Qualifications

• Bachelor's degree in a related field or 5 years of related experience.
• 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.

Responsibilities

• 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.

Skills

Customer service

Written communication

Ticket documentation

On-site work

Education

Bachelor's degree in related field

5 years related experience

Tools

ServiceNow

Oracle EBS

Oracle Federal Financials

Job description

Federal Financial Shared Service Center | 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 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

• Bachelor's degree in a related field or 5 years of related experience.
• 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.
• 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.

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

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in i360technologies, Inc.’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service.