Help Desk Support
About The Position
The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation. Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines. Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures. Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues. Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents). Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership. Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports. Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries. Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume. Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.
Requirements
- Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
- Must have expertise in ticket management systems (e.g., ServiceNow)
- Must have experience resolving user issues in IWMS systems
- Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting
Responsibilities
- Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
- Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
- Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
- Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
- Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
- Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
- Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
- Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
- Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
