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: