Tier 0 / Tier 1 Help Desk Analyst

Assigned shift within 6:00 am-9:00 pm ET, Monday-Friday; 40-hour week, At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking Tier 0 / Tier 1 Help Desk Analysts to serve as the first point of contact for the client’s Oracle Federal Financials users.

The client’s environment is operated as a shared service serving multiple agencies. This role handles end-user system issues, funds check errors, and transactions that cannot be processed, and supports Tier 1 work. 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 end-user support via ServiceNow tickets, telephone inquiries, walk-in requests, and emails as the first point of contact for system issues, funds check errors, and transactions that are unable to be processed.
• Gather requirements from components for Enhancement Requests and coordinate with Tier 1, Tier 2, and the Joint Program Management Office (JPMO).
• Provide support for business processes and develop reports (excluding Microsoft Power BI reports for financial operations).
• Support Tier 1 work: account administration, request tracking and resolution, triage, and ServiceNow documentation.
• Follow SOPs, desk guides, and service level agreements.
• Work an assigned shift within the FSC help desk hours of 6:00 am-9:00 pm ET, Monday-Friday., * Suggested: End-user issues from tickets, phone, walk-ins, and email are handled or routed correctly the first time.
• Suggested: Enhancement requests are gathered completely and coordinated with Tier 1, Tier 2, and the JPMO.
• Suggested: SOPs, desk guides, and service level agreements are followed consistently.

5+ years, or a Bachelor’s degree in a related field

DEGREE

Bachelor’s degree in a related field, or 5 years of related experience The Opportunity, * Bachelor’s degree in a related field or 5 years of related experience.

• Customer-facing help desk or end-user support experience.
• Ability to work on-site in Chesapeake, VA.

Preferred Experience

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

• 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.