Help Desk Associate

Spatial Front•Arlington, VA

11d•Onsite

About The Position

Spatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Help Desk Associate to join our team. The ideal candidate will provide Tier 2 help desk and application support for PeopleSoft HCM in a secure federal environment. This role focuses on hands-on incident resolution, service request fulfillment, ticket management, user support, and troubleshooting, with PeopleSoft CRM serving as the primary system for ticket intake, tracking, and resolution. This position requires a strong balance of customer service, technical troubleshooting, documentation discipline, and cross-team coordination to support mission-critical HR systems for federal government customers. Location: On-site in Arlington, VA

Requirements

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
U.S. Citizenship required
Active Secret security clearance required or ability to obtain one

Nice To Haves

Familiarity with PeopleSoft HCM business processes, including navigation, self-service functions, and common production support issues
Experience using PeopleSoft CRM for ticket intake, routing, tracking, and resolution documentation
Knowledge of IT service management (ITSM) practices, including incident, request, problem, and knowledge management
Experience supporting application releases, regression testing, defect validation, and post-deployment support
Ability to interpret technical and functional documentation and communicate effectively with both technical and non-technical users
Experience with query tools, reporting, or basic SQL for troubleshooting and data validation
HDI, ITIL Foundation, or similar service desk certification preferred

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 escalate 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