NANA Regional Corporation Help Desk Lead in Ft. Belvoir, Virginia

Help Desk Lead


Cloud Lake is a provider of services to today’s Big Data and Cloud market with one crucial difference: our services are highly-specialized, data-centric services. This enables us to focus laser like on helping our government and commercial customers quickly and cost effectively harvest, analyze and leverage the greatest possible value from the increasingly vast amounts of data they are acquiring and need to manage.

Cloud Lake’s strategic partners include leaders in virtually every area of IT strategy, implementation and management.

Project Summary

The Defense Technical Information Center (DTIC) deployed a standardized Enterprise Resource Planning (ERP) system solution called the Defense Agencies Initiative (DAI) to improve overall financial management and comply with the Business Enterprise Architecture, Standard Financial Information Structure and Office of Federal Financial Management. In order to achieve a Department of Defense (DoD) compliant business environment, DTIC requires services support in three functional major categories: Program Management, Help-Desk support, and Training.

Candidate : Support is provided on-site at DTIC Headquaters, Fort Belvoir, VA. Time will be split between supporting technical DAI user issues, interfacing with DAI Project Management Office (PMO), supporting implementation/testing tasks, and planning and conducting user training.

Function 1.) DAI support on operational performance, preparation and implementation of system changes/enhancements by augmenting DTIC operations of DAI. This support shall include: Providing expertise with DAI individual modules, Program Planning and Deployment, and support to operations; Assists with operational issues with the current DAI release and conduct analysis of DTIC's existing processes, systems, roles, and workflow and how DTIC business is accomplished with DAI. Propose ways for DTIC to improve operational performance. Propose revisions to technical documents as necessary.

Function 2.) Support DTIC with DAI reports development for Oracle Business Intelligence Enterprise Edition (OBIEE) 11g. Responsible for the analysis, design, programming, maintenance and on-going support of reports created in OBIEE

Function 3.) DAI Training support will encompass delivering training and overseeing revising or creating training documents. Act as lead trainer for the DTIC DAI users to ensure that they are fully capable of independently accessing and operating DAI for their job functions. Create or update training material and reference guides; Conduct instructor-led training; create computer-based training if necessary; Train help desk personnel as necessary; Attend and participate in all relevant DAI teleconferences and meetings as required.

Function 4.) DAI Help-Desk oversight will assist with issue resolution and tracking. This support shall include: Issue identification, troubleshooting, event escalation, and closure of the problem resolution process in support of DAI; Maintain help desk operational manual; Document issues received via phone, email, and in-person in a ticket tracking system; Analyze and resolve the issue; Transfer the issue to the DAI PMO for Tier 2 and 3 help desk as needed; Track the issue to resolution; Report metrics and recommend focus areas during training; Assist with user account management; Participate in testing before fixes and new functionalities are released.


Position Requirements

  1. Experience with DAI or similar Enterprise Resource Planning (ERP) systems required

  2. Experience working with DAI strongly desired

  3. Strong technical Oracle Federal Financials experience required

  4. Experience with Procure 2 Pay (P2P) module of OFF required

  5. Experience supporting DAI/OFF training desired

  6. Demonstrated experience with conducting instructor-led training and operating help-desk required

  7. Functional knowledge of Oracle 11g modules included in DAI business functions required:

  8. Budget to Report, Cost Accounting

  9. Order to Cash

  10. Procure to Pay

  11. Acquire to Retire

  12. Time and Labor

  13. Oracle Business Intelligence Enterprise Edition (OBIEE) 11g

  14. Knowledge of DoD financial and business processes and policies.

  15. Experience working within the DoD strongly recommended

  16. Experience doing help-desk or direct user support specifically for OFF/DAI highly desired

  17. Experience with Oracle Federal Financial r12 desired

Required Education / Certification:

  • BS Degree with 5-7 Years of IT Helpdesk Experience or equivalent years of work experience is required.

  • Must currently possess an Active Secret Security Clearance

Work Environment:

  • This is a full-time, salaried / exempted position in IAW the Fair Labor Standards Act, “additional” hours (more than 8hrs per day) may be required due to workload or client urgent needs.

  • All work will be performed “on-site” in a standard temperature-controlled, secured office environment.

  • Work days are Monday-Friday. Planned leave, or other absences require advance notice to the client.

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Primary Location: US-VA-Ft. Belvoir

Schedule: Full-time

Shift: Day Job

Req ID: CLO00158