Tier 1 Help Desk Analyst

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.

Benefits

• Referral Bonus
• (401k) Matching
• Holidays – Eleven
• 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)
• 80% Employer Paid Health Care Plan (Medical, Dental & Vision)

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.