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# Tier 1 Help Desk Analyst

- **Company:** i360technologies, Inc
- **Location:** Chesapeake, VA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Testing, Oracle (Applications), Oracle Ebusiness, Servicenow, User Accounts
- **Published:** November 12, 2026
- **Apply:** https://diversityjobs.com/career/18902388/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.

 * 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., * 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, 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., * 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.