Job Type
Full-time
Description
Spatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Help Desk Associate to join our team. The ideal candidate will provide Tier 2 help desk and application support for PeopleSoft HCM in a secure federal environment. This role focuses on hands-on incident resolution, service request fulfillment, ticket management, user support, and troubleshooting, with PeopleSoft CRM serving as the primary system for ticket intake, tracking, and resolution. This position requires a strong balance of customer service, technical troubleshooting, documentation discipline, and cross-team coordination to support mission-critical HR systems for federal government customers.
Location: On-site in Arlington, VA
Key Responsibilities
- Provide Tier 2 help desk support for PeopleSoft HCM, including incident response, service request fulfillment, troubleshooting, and user assistance
- Use PeopleSoft CRM to log, categorize, prioritize, assign, track, and close tickets in alignment with SLAs and service desk procedures
- Analyze and troubleshoot application, process, interface, and user-reported issues to identify root causes
- Resolve issues within scope and escalate to developers, functional teams, or infrastructure support as needed
- Manage ticket queues, triage requests, monitor backlog, and ensure timely resolution and communication
- Document incidents, resolutions, and workarounds to support auditability and knowledge sharing
- Assist users with system navigation, transaction errors, access issues, and general support needs
- Validate fixes and confirm resolution with end users before ticket closure
- Develop and maintain knowledge base articles, SOPs, FAQs, and job aids
- Support release activities, including smoke testing, defect validation, and post-deployment support
- Identify trends and recommend improvements to reduce recurring issues and enhance service delivery
- Follow IT service management best practices across incident, request, problem, and change management
- Collaborate with cross-functional teams, including developers, testers, system administrators, and security personnel
- Perform other duties as assigned
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Business, or a related field; equivalent relevant experience may be considered
- 3+ years of help desk, application support, or service desk experience supporting enterprise applications; PeopleSoft HCM experience strongly preferred
- Hands-on experience with ticket management and case resolution processes; proficiency with PeopleSoft CRM or a similar enterprise ticketing platform required
- Strong troubleshooting and analytical skills, with the ability to gather information, diagnose issues, document findings, and drive resolution
- Experience supporting Tier 2 operations, including incidents, service requests, and defect follow-up, while maintaining high customer service and documentation standards
- Experience working in secure federal, DoD, or controlled environments preferred; familiarity with access controls and audit requirements is a plus
- U.S. Citizenship required
- Active Secret security clearance required or ability to obtain one
Desired Skills
- Familiarity with PeopleSoft HCM business processes, including navigation, self-service functions, and common production support issues
- Experience using PeopleSoft CRM for ticket intake, routing, tracking, and resolution documentation
- Knowledge of IT service management (ITSM) practices, including incident, request, problem, and knowledge management
- Experience supporting application releases, regression testing, defect validation, and post-deployment support
- Ability to interpret technical and functional documentation and communicate effectively with both technical and non-technical users
- Experience with query tools, reporting, or basic SQL for troubleshooting and data validation
- HDI, ITIL Foundation, or similar service desk certification preferred
Additional Information
- Clearance: Must be a U.S. Citizen with an active Secret security clearance or the ability to obtain one.
- Work Environment: On-site as required by the contract.
- For information on SFI's benefits, please visit http://www.spatialfront.com/pages/career.html
- This is a full-time, W2 position.
- No agencies, third parties, or Corp-to-Corp submissions.
- Spatial Front Inc. is an Equal Opportunity Employer — all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.
- SFI participates in E-Verify.
Salary Description
$50,000 - $80,000