Help Desk Assistant

ThinkTek•Washington, DC

1d•$40,030 - $44,020

About The Position

ThinkTek is seeking a Help Desk Assistant to provide customer-focused functional and end-user support for the NOAA Finance Office. This position will support the NOAA Business Application Solutions (BAS) environment by assisting federal users with Oracle E-Business Suite (EBS) functional inquiries, managing and routing help desk tickets, and resolving user-reported issues. The Help Desk Assistant will be part of an integrated help desk team, providing core help desk services as well as supplemental Tier 0/Tier 1 intake and routing support during high-volume periods, including fiscal year-end processing.

Requirements

U.S. Citizenship required
Demonstrated functional proficiency and hands-on experience supporting end-users with Oracle E-Business Suite (Oracle EBS) financial or business modules.
Experience using ServiceNow or an equivalent enterprise help desk/ticketing platform.
Strong customer service and problem-solving skills, with the ability to provide professional, patient, and thorough support by phone, email, and chat.
Strong written and verbal communication skills, including the ability to clearly document troubleshooting steps, resolutions, and customer interactions.
Ability to work effectively in a team environment and adapt to flexible coverage requirements and increased workloads during peak periods.
Ability to research user issues, identify appropriate resolutions, and appropriately escalate issues when necessary.

Nice To Haves

Experience supporting federal finance, accounting, or business systems, particularly within NOAA or the Department of Commerce.
Experience providing Tier 0/Tier 1 application intake and routing support in a high-volume federal help desk environment.
Experience developing or maintaining end-user knowledge base articles or other training/self-service materials.

Responsibilities

Provide courteous, prompt, and professional functional support to NOAA end-users experiencing issues with Oracle EBS and related finance applications.
Monitor help desk phone queues, team and individual email inboxes, voicemail, and Google Chat to receive and respond to user requests.
Log all customer interactions, diagnoses, actions taken, and status updates in ServiceNow or other government-provided ticketing systems.
Take ownership of customer issues from initial intake through resolution, including researching issues, conducting root-cause analysis, and maintaining communication with users throughout the resolution process.
Support Tier 0/Tier 1 intake, basic troubleshooting, and ticket routing for NOAA Business Application Solutions (BAS).
Escalate complex or specialized technical issues to Tier 2/Tier 3 teams in accordance with established Finance Office procedures.
Support end-user training and contribute to the development and maintenance of knowledge base articles and other self-service resources.
Coordinate with federal staff, branch leadership, and team members to ensure consistent operational coverage during lunch, meetings, peak workload periods, and fiscal year-end processing.
Maintain availability and responsiveness throughout assigned work hours and adapt to changing workload demands.