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# Tier 0 / Tier 1 Help Desk Analyst

- **Company:** i360technologies, Inc
- **Location:** Chesapeake, VA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Oracle (Applications), Power BI, Servicenow
- **Published:** November 12, 2026
- **Apply:** https://diversityjobs.com/career/18902387/Tier-0-Tier-1-Help-Desk-Analyst-Virginia-Chesapeake

## About the Role

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.

## Description

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.