Financial System Help Desk (Tier 1/2)

Steel Point Solutions is an amazing SBA Certified (8a), HUBZone, Small Disadvantaged Business (SDB) and a Woman Owned Small Business (WOSB) company. Established in 2013 with a vision of offering world class, integrated business solutions for all levels of Government and commercial enterprises. We are represented by a team of talented and qualified professionals who know how essential efficient, cost-effective integrated solutions are to your organization’s success. Leveraging these resources, we strive daily to lead the industry in program management and service delivery. 

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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.

• Provide first-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.

• 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.

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

• 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.

• Support custom and baseline batch processing activities.

• Develop, modify, and schedule NGA-specific batch jobs and processing tasks.

• Troubleshoot batch processing issues and coordinate escalation when required.

• Maintain appropriate documentation for batch processing activities.

• Maintain Financial 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.

• 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.

• 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.

• 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 support.

• 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.