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Help Desk Support

Washington, DC, US • Posted 15 hours ago • Updated 2 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Technical Support
Issue Resolution
Regulatory Compliance
SLA
Tier 1
Reporting
Tier 2
Workflow
Application Development
Performance Management
Preventive Maintenance
Project Management
Leadership
Status Reports
Help Desk
Business Intelligence
Defect Tracking
Knowledge Management
Documentation
Management
ServiceNow
IWMS
TRIRIGA

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10203814
Position Id: 52ea62603c31a2b12d7e8750371ef37a
Posted 15 hours ago

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