Tier 1 Help Desk Analyst

i360technologies, Inc. • Chesapeake, VA

5h • Onsite

About The Position

i360technologies is seeking Tier 1 Help Desk Analysts to provide centralized user and application support for a shared-service Oracle Federal Financials help desk serving multiple federal agencies. The role answers and resolves requests, administers user accounts, and triages and escalates incidents in ServiceNow. The position is based onsite at the client's Financial Service Center in Chesapeake, Virginia; telework is limited and requires client approval.

The assigned shift falls within help desk operating hours of 6:00 a.m. to 9:00 p.m. ET, Monday through Friday, on a typical 40-hour week. Occasional work outside normal hours may be required, such as maintenance weekends and month-end or year-end closing. The successful candidate must be a U.S. citizen, 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.
• Help desk or application support experience, including ticket documentation in an ITSM tool.
• Strong customer service and written communication skills.
• Ability to work onsite in Chesapeake, Virginia.
• U.S. citizenship.
• Successful clearance of a U.S. government suitability background check.
• Sign a non-disclosure agreement before receiving site and system access.

Nice To Haves

• Experience supporting Oracle E-Business Suite or Oracle Federal Financials users.
• User account or access administration experience.
• ServiceNow experience.

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, including 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 a.m. to 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 coverage.
• Paid time off: 15 days for 0–3 years of service and 20 days for 3 or more years.
• 80% employer-paid health care plan covering medical, dental, and vision.

What This Job Offers

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