Help Desk Associate

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
• Aid 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

Qualifications

• 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.