Help Desk Associate

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