Metric5 is seeking a customer-focused
Junior Help Desk Support Specialist to serve as the first line of defense for the IBM TRIRIGA Integrated Workplace Management System (IWMS) at the Internal Revenue Service (IRS).
Responsibilities: Operating within a tiered support model, this role is critical to maintaining user productivity for a massive enterprise user base, including 1,700 regular concurrent users and approximately 85,000 general users.
The Junior Help Desk Support Specialist will provide rapid Tier 1 triage, basic troubleshooting, and seamless escalation to ensure strict Service Level Agreements (SLAs) are met while the platform undergoes a complex 12-month migration to the Maximo Application Suite (MAS).
- Tier 1 User Support: Serve as the primary entry point for all end-user requests regarding system access, navigation issues, error messages, and basic application questions (e.g., workstation self-certification, reservations).
- Ticket Intake & Triage: Log all incoming issues into the designated issue tracking system (e.g., Jira, ServiceNow, TRIRIGA). Ensure all relevant information is captured upon first contact.
- SLA Adherence: Monitor incoming queues to ensure strict response times are met, including logging and responding to Critical tickets within 15 minutes, High within 30 minutes, and Medium/Low within 1 hour.
- Access & Account Assistance: Assist users with basic system access problems and coordinate with administrators for Business Entitlement Access Request System (BEARS) approvals.
- Escalation & Coordination: Attempt immediate immediate resolution through functional troubleshooting; if the issue requires advanced technical intervention, properly route and escalate the ticket to Tier 2 or Tier 3 application developers.
- Coverage Hours: Provide active live support during the required Help Desk core operational hours, Monday through Friday.
Required Qualifications & Experience - Years of Experience: 0-3 years of experience in IT help desk, customer service, or computer user support.
- Technical Aptitude: Basic understanding of enterprise software environments and proficiency using standard IT ticketing systems.
- Communication Skills: Excellent verbal and written communication skills with a strong customer service mindset for engaging with end-users.
- Onboarding SLA: Must be capable of passing strict IRS background checks and adhering to a rigid 5-calendar-day SLA for scheduling fingerprinting and submitting eAPP (SF-85/85P) forms upon offer acceptance.
Preferred Qualifications & Experience - Prior experience providing Tier 1 support for federal civilian agencies or large enterprise populations.
- Familiarity with facilities management systems, TRIRIGA, ARCHIBUS, or similar IWMS platforms.
- Knowledge of ITIL service management best practices.
Salary Range: $40,000 - $65,000 annually
Education: Bachelors Degree preferred
Location: Remote within US / Washington, DC Area preferred
Existing IRS clearance is preferred.
About Metric5 Metric5 is a small business with big company benefits. We have a passionate team of smart, fun, caring professionals, and we are here for the long haul. Join our growing team in a business where your contributions make an enormous impact. Our organization offers a comprehensive employee benefits package, continuous professional development, with a best in class company culture that is enjoyable to work in and supports the growth of each of our professionals.
Our benefits include:
- Health & Dental Insurance with 100% of individual coverage paid for by the company
- Vision Insurance
- Life & Short Term Disability Insurance
- 401K with company match (employees are immediately vested)
- Paid Vacation
- 9 Paid Holidays per year (plus 2 paid floating holidays)
- Parental Leave
- Employee Bonuses
- Professional Development Reimbursement Program
- Tuition Assistance Program
Metric5 is an Equal Opportunity Employer. All qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.
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