Help Desk Support

The TRIRIGAHelp Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintainssupport documentation.

Responsibilities

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; elevate 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 requiredtimeframes(e.g., 15‑minute logging for Critical incidents).

Analyze recurring issues and trends to proactively identifysystemic 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 maintainupdated 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.

Qualifications

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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