Mid-Level Application Service Desk Analyst

Tria Federal•Vienna, VA

8h•Hybrid

About The Position

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow. We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply. Tria Federal is actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk support team for a federal agency. We are seeking candidates who possess strong skills in providing exceptional customer service with excellent typing speed, and quality oral and written communication skills. Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted). Please note Coverage is 8am to 8pm EST Monday through Friday and this is shift work to support that. The role is hybrid and does require onsite support.

Requirements

3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone
Experience using a Help Desk ticketing system such as Salesforce, Remedy or Ivanti
Experience researching problems, analyzing trends, and distributing findings
Strong customer service, verbal and written communication skills, and troubleshooting skills required
Ability to quickly learn complex business applications and apply this knowledge to assist end users
Experience developing Knowledge Base and related documentation
Bachelor’s degree or certification; work experience may be a substitute
US Citizenship necessary with ability to pass a background check
ACTIVE SECRET CLEARANCE REQUIRED

Responsibilities

Providing support for Tier 1 and Tier 2 incidents using Salesforce for Federal Agency applications while serving as an escalation point for common issues.
Coordinates with internal teams and the customer as required for resolving escalated incidents.
Develops training and provides mentoring to team members.
Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
Utilizing chat functionality effectively to deliver service and support to agency customers.
Engaging with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.
Conducting research using available resources, including knowledge bases, training materials, and published solutions.
Adhering to established agency processes and procedures.
Identifying and escalating priority issues and redirecting problems to appropriate resources.
Accurately processing and recording call transactions via the agency's ticketing system.
Following up with and making scheduled callbacks to customers as per standard procedures.
Staying current with agency system information, changes, and updates as directed.
Employs good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
Handles multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
Enters, monitors, and updates help desk tickets in the call tracking system to track progress and resolution of customer issues
Performs closed-loop communication with end users to resolution
Must be able to meet and adhere to established guidelines for average chat volume, call times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements
Develop and create documentation on training materials, FAQs and Knowledge Base Articles
All other duties as assigned