TRIRIGA IWMS Help Desk Support Analyst

Cherokee Federal•New Carrollton, MD

About The Position

The Help Desk Support specialist is a designated Key Personnel role responsible for providing Tier 2 and Tier 3 technical support for the TRIRIGA IWMS application. This role ensures the stability and functionality of the environment by resolving user issues, managing ticket escalations, and maintaining critical support documentation. The specialist serves as a technical subject matter expert to ensure that the IRS receives high-quality, responsive service for all released TRIRIGA modules.

Requirements

Bachelor’s degree in computer science, Information Systems, or a related field; or equivalent experience.
Relevant experience supporting IBM TRIRIGA and/or other IWMS systems for Federal Agencies.
Expertise in industry-standard ticket management systems (e.g., ServiceNow, JIRA).
Familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting.
Ability to work under general supervision and manage multiple concurrent tasks with minimal guidance.
Strong analytical, and problem-solving skills.
Exceptional customer service and clear communication skills for effective end-user engagement.

Nice To Haves

Hands-on experience with TRIRIGA Cloud-Based SaaS environments.
Familiarity with integration points such as LDAP, APIs, CAD, and GIS.
Knowledge of NIST SP 800-53, FISMA, and FedRAMP security requirements.
Minimum Security Level: Tier 4 Public Trust (High Risk/Sensitive) Must comply with IRS HSPD-12 PIV procedures for system access.
Mut pass pre-employment requirements of Cherokee Federal.

Responsibilities

Resolve Tier 2 issues including systematic errors, workflow malfunctions, and data issues associated with TRIRIGA project records such as leases, occupancy agreements, and budgets.
Respond to complex or critical production outages and bugs, coordinating directly with IBM and IBM FedRAMP cloud hosting services for resolution.
Monitor and log tickets to meet strict resolution times: 4 hours for "Critical" issues and 1 business day for "High" priority issues.
Administer user rights and permissions, including establishing, modifying, and disabling accounts through the Business Entitlement Access Request System (BEARS).
Maintain the Bi-Weekly Bug/Defect Tracking Log and the Monthly Help Desk Log, identifying trends and recurring issues for management attention.
Maintain the Knowledge Management (KM) repository and update monthly Frequently Asked Questions (FAQs) on the IRS SharePoint site.
Support automated monitoring of performance, resource utilization, and API availability within the provider's boundary.
Provide technical support to Facilities Management and Security Services (FMSS) and respond to information requests from the COR or PMO.