Junior Service Desk Analyst

Who We Are

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 (Tria) is seeking a talented Junior Application Service Desk Analyst. This position is very customer service oriented and requires good written communication skills for updating tickets and responding to the customer via e‑mail or written communication. The analyst will answer phones (when back in the office) and adhere to shift coverage, maintaining a professional, calm approach while resolving user inquiries.

• 2+ years of relevant experience.
• Active Secret Clearance or higher.
• Customer Service experience.
• Basic computer skills (Microsoft Applications, Internet Browsing, PDF).
• Closed‑loop communication with end users to resolution.
• Understanding of the importance of meeting designated service level agreements (SLAs) in a call center or related environment.
• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on‑time response, administrative call closure, customer satisfaction).
• Maintain established guidelines for average call times, number of tickets/calls per day and other related SLAs to ensure SLA requirements are met.

• Previous Application Service Desk/Call Center or similar experience a plus.

• Provide support for a variety of proprietary government applications.
• Cross‑train and support multiple applications in a Help Desk/Call Center Environment.
• Quickly gain an in‑depth understanding of supported applications and typical user issues including resolutions.
• Respond to telephone and electronic requests for support, including password resets, application functionality questions, basic user training, role‑based access, and processing of access requests.
• Effectively respond to and answer customer inquiries both via phone and e‑mail correspondence.
• Handle multiple priorities and customer issues in a professional and calm manner, resolving the customer’s questions efficiently.
• Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues.
• Maintain positive customer relationships with team members and end‑users.
• Understand and meet designated SLAs in a call center or related environment.
• Meet or exceed various SLAs (calls per day, ETAs, on‑time response, administrative call closure, customer satisfaction).
• Adhere to established guidelines for average call times, number of tickets/calls per day and related SLAs to ensure SLA requirements are met.
• Perform all other duties as assigned.

2070 Chain Bridge Road, Vienna, VA

Please note:

Work location requirements vary by program. While many roles support remote work, some projects may require partial or full on‑site presence based on contract and client needs. Specific work location expectations will be communicated during the hiring process.

Salary Range: $40,000—$45,000 USD

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our team of dedicated, talented, and passionate people that make Tria exceptional. We are growth‑minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, role, department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

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