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Help Desk Support

Essnova Solutions, Inc.
Posted 3 months ago, valid for 11 days
Location

Washington, DC 20544, US

Salary

Competitive

Contract type

Full Time

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Sonic Summary

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  • The TRIRIGA Help Desk Support role provides second-level user support for issue resolution and escalates technical problems while maintaining support documentation.
  • The position requires managing the TRIRIGA Help Desk function during designated hours, ensuring compliance with SLA response and resolution timelines.
  • Candidates must have experience supporting TRIRIGA or other IWMS systems for Federal Agencies, as well as expertise in ticket management systems like ServiceNow.
  • The role involves monitoring and analyzing incoming tickets, administering user accounts, and producing required reports on help desk activities.
  • The salary for this position is competitive and typically requires at least 3 years of relevant experience.

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.   
  • 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


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