Help Desk Support
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-08-16
Listing for:
Essnova Solutions
Full Time
position Listed on 2026-08-16
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
- 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 time frames (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., Service Now)
- 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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