Financial System Help Desk (Tier 1/2)

seeking a seeking a **Financial System Help Desk (Tier 1/2) professional** to provide technical support for financial management systems within a federal government environment. The position will support users of NGA financial systems, including **GEO-F, GEAR, ORBIT, CRS, and IPP**, and will be responsible for resolving service requests, troubleshooting application issues, supporting financial business processes, managing user access, and escalating complex issues to higher-tier support. The ideal candidate will have strong customer service skills, technical troubleshooting experience, and the ability to work with financial management applications and enterprise IT service management processes. **Key Responsibilities** **Tier 1 Support** - Providefirst-level help desk support for users of NGA financial management systems. - Respond to and resolve basic customer issues, system usage questions, and service desk requests. - Assist users with conducting financial activities and executing established financial business processes. - Troubleshoot common application and user-access issues using established procedures, knowledge bases, and standard operating procedures (SOPs). - Document incidents and service requests accurately within the enterprise service management system. - Escalate unresolved incidents and service requests to Tier 2 or higher-level support as appropriate. **Tier 2 Support** - Provide in-depth technical and functional support for financial management applications. - Troubleshoot issues that cannot be resolved at Tier 1. - Analyze application problems and identify appropriate solutions using established procedures and technical knowledge. - Support known problems and service requests through documented troubleshooting procedures and scripts. - Escalate unresolved or complex technical issues to Tier 3/4 support when necessary. - Coordinate with NRO support personnel when issues require additional analysis or resolution. **Financial Systems Support** Provide functional and technical support for financial management system modules, including: **GEO-F:** - Budget execution - Purchasing - Accounts payable - Accounts receivable - Automated disbursements - System administration - External reporting - General ledger - General system functions - Financial planning **ORBIT:** - Program build - Execution tracking - Requirements planning - Comprehensive reporting - Budget management - Resource management - Budget Line Item (BLI) mapping **Application Administration** - Support application administration service requests and user access management. - Assist with activation, reactivation, and deactivation of user accounts for GEO-F, GEAR, ORBIT, CRS, and IPP. - Support account administration for Cognos and SharePoint reporting environments. - Add, modify, and maintain user accounts and permissions. - Assist with override permission requests in accordance with established access management procedures. - Ensure access-related requests are properly documented, processed, and tracked. **Batch Processing Support** - Support custom and baseline batch processing activities. - Develop, modify, and scheduleNGA-specific batch jobs and processing tasks. - Troubleshoot batch processing issues and coordinate escalation when required. - Maintain appropriate documentation for batch processing activities. **Documentation & Communications** - MaintainFinancial System Help Desk Standard Operating Procedures (SOPs) and supporting documentation. - Update SOPs as financial systems, processes, and procedures change. - Develop and distribute user communications regarding: - System changes - Scheduled maintenance and downtime - Operational announcements - Service impacts - Other financial system updates - Ensure help desk documentation is maintained within the centralized FM business process repository. **Reporting & Metrics** - Generate and report Financial System Help Desk statistics and performance metrics on a daily basis. - Track service requests, incidents, resolutions, escalations, and trends. - Identify recurring issues and opportunities for improved service delivery. - Provide status and performance reporting to government stakeholders and FM leadership. **Required Qualifications** - Experience providing Tier 1 and/or Tier 2 help desk or technical support. - Experience troubleshooting enterprise applications and resolving user technical issues. - Experience with IT service management, ticketing, or service desk environments. - Strong customer service and communication skills. - Ability to troubleshoot issues using established procedures, scripts, SOPs, and technical documentation. - Experience documenting incidents, service requests, troubleshooting activities, and resolutions. - Ability to escalate complex issues appropriately to higher-tier technical support. - Strong organizational skills and ability to manage multiple service requests simultaneously. - Experience supporting user account management, access controls, and application permissions. **Preferred Qualifications** - Experience supporting federal government, Department of Defense (DoD), Intelligence Community (IC), NGA, or NRO environments. - Experience supporting financial management systems or applications. - Experience with GEO-F, GEAR, ORBIT, CRS, IPP, Cognos, or SharePoint. - Experience with enterprise IT service management tools such as Service+ or similar platforms. - Experience supporting financial transactions, budget execution, purchasing, accounts payable/receivable, general ledger, or financial reporting processes. - Experience developing and maintaining technical SOPs and user documentation. - Experience developing, modifying, or scheduling batch processing jobs. - Experience generating help desk performance metrics and operational reports. - Familiarity with escalation procedures involving Tier 3/4 technical suppor**t**. **Core Competencies** - Tier 1/2 Help Desk Support - Financial Management Systems - Technical Troubleshooting - Customer Service - Incident & Service Request Management - Application Administration - User Access Management - Account & Permission Management - Batch Processing - SOP Development & Documentation - Technical Communication - Help Desk Metrics & Reporting - Enterprise IT Service Management **Candidates from Historically Underutilized Business Zones (HUBZone) are strongly encouraged to apply. To determine whether you reside in a HUBZone, visit: https://maps.certify.sba.gov/hubzone/map.** Steel Point offers a comprehensive benefits package for eligible full-time positions, including medical, dental, vision, life insurance, short- and long-term disability, 401K with company match, critical care voluntary insurance, flexible paid time off, paid holidays and opportunities for professional development reimbursement. Join us to enjoy competitive compensation and a full range of benefits designed to support your well-being and work-life balance. **The salary range represents a general guideline; however, Steel Point Solutions considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.** Salary Range $85,000-$110,000 USD