Lead HelpDesk Analyst - Arlington, VA

Company Name:
vTech Solution Inc.
Top Security clearnece job:
Helpdesk Resource duties include:
Leading help desk staff in the strategic and tactical activities to support a centralized help desk responsible for supporting users at multiple DoD agencies
Evaluating, recommend, develop and implement processes and procedures for receiving, performing and managing customer reported issues
Staffing the helpdesk to include resolving solution functional issues and elevating defects and change requests through the Configuration Management Process.
Documenting helpdesk trouble tickets in the Online Ticket Reporting System tool and leveraging to create metrics and frequently asked question guides.
Conducting and participating in recurring weekly meetings with deployed customer helpdesk partners to capture agency level issues and share lessons learned.
Supporting development and maintenance of websites and tools to facilitate information exchange.
Participating in Agency Implementation Teams to ensure stand-up and readiness of agency level helpdesks.
Developing and delivering functional helpdesk training sessions for deploying agency helpdesks and PMO helpdesk team members.
Helpdesk Resources will have:
Demonstrated experience in establishing helpdesks to support large customer communities in an accounting or financial management environment.
Expertise in assisting customers in the transition from legacy processes to Oracle 11i based solutions.
Demonstrated functional knowledge of Oracle 11i modules, including Budget to Report, Cost Accounting, Order to Fulfill, Procure to Pay, Acquire to Retire and Time and Labor.
Excellent customer service skills including ability and desire to answer phones and log helpdesk tickets when necessary
Ability to work 5-days per week on client site
Ability to carry emergency Helpdesk team Blackberry on an as needed basis (this usually rotates)
Preferred Requirements for Helpdesk Resources include:
Demonstrated prior experience with Oracle Federal Financials, with an emphasis on analysis, implementation and problem resolution in Oracle Financials Cost Accounting, including Oracle Projects
Ability to troubleshoot and escalate forms, browser and network connectivity problems
Ability to work closely with DBA and network teams to resolve technical issues
Ability to troubleshoot Oracle E-Business Suite workflow administration issues
Interested candidate can email me thier resume of or call on 703-334-8182.
Regards, Gyaan DarsivTech Solution Inc. www.vtechsolution.com

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