Tier 0 / Tier 1 Help Desk Analyst

i360technologies, Inc. • Chesapeake, VA

5h • Onsite

About The Position

i360technologies is seeking Tier 0 / Tier 1 Help Desk Analysts to serve as the first point of contact for users of the client's Oracle Federal Financials system in a shared-service environment supporting multiple agencies. The role handles end-user system issues, funds check errors, and transactions that cannot be processed, and supports Tier 1 activities. The position is based onsite at the client's Financial Service Center in Chesapeake, Virginia; telework is limited and requires client approval.

The analyst works an assigned shift within the help desk's operating hours of 6:00 a.m.–9:00 p.m. ET, Monday through Friday, on a typical 40-hour week. Occasional work outside normal hours, such as maintenance weekends and month-end or year-end closing, may be required. The selected candidate must be a U.S. citizen, successfully clear a U.S. government suitability background check, and sign a non-disclosure agreement before receiving site and system access.

Requirements

• A bachelor's degree in a related field or five years of related experience.
• Customer-facing help desk or end-user support experience.
• Ability to work onsite in Chesapeake, Virginia.
• U.S. citizenship.
• Ability to successfully clear a U.S. government suitability background check.
• Must sign a non-disclosure agreement before gaining site and system access.

Nice To Haves

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

Responsibilities

• Provide end-user support through ServiceNow tickets, telephone inquiries, walk-in requests, and email for system issues, funds check errors, and transactions that cannot be processed.
• Gather requirements from components for Enhancement Requests and coordinate with Tier 1, Tier 2, and the Joint Program Management Office (JPMO).
• Support business processes and develop reports, excluding Microsoft Power BI reports for financial operations.
• Support Tier 1 activities, including account administration, request tracking and resolution, triage, and ServiceNow documentation.
• Follow standard operating procedures (SOPs), desk guides, and service level agreements.
• Work an assigned shift within the FSC help desk hours of 6:00 a.m.–9:00 p.m. ET, Monday through Friday.

Benefits

• Referral bonus
• 401(k) matching
• Eleven holidays
• Technology reimbursement
• Short-term and long-term disability insurance
• Basic and voluntary life insurance and AD&D
• Paid time off: 15 days for 0–3 years of service and 20 days for 3+ years
• 80% employer-paid health care plan, including medical, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level