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.