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.

Key Responsibilities

Tier 1 Support

• 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.

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 schedule NGA-specific batch jobs and processing tasks.

• Troubleshoot batch processing issues and coordinate escalation when required.

• Maintain appropriate documentation for batch processing activities.

Documentation & Communications

• 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.

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 support.

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.