Mid-Level Application Service Desk Analyst
Federal Advisory Partners, Vienna, VA, United States
Overview
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. We are pursuing partnerships and investments in artificial intelligence and emerging technologies to develop solutions for tomorrow's government challenges. 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. Role
Tria Federal is actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk support team for a federal agency. Candidates should possess strong skills in providing exceptional customer service with excellent typing speed and high-quality oral and written communication. Because of the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted). Coverage is 8:00 AM to 8:00 PM EST, Monday through Friday; this is shift work to support that schedule. The role is hybrid and requires onsite support. Responsibilities
Providing support for Tier 1 and Tier 2 incidents using Salesforce for Federal Agency applications, while serving as an escalation point for common issues. Coordinate with internal teams and the customer as required for resolving escalated incidents. Develop training and provide mentoring to team members. Quickly gain an in-depth understanding of supported applications and typical types of user issues, including resolutions. Utilize chat functionality effectively to deliver service and support to agency customers. Engage with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency\'s mission systems and applications. Conduct research using available resources, including knowledge bases, training materials, and published solutions. Adhere to established agency processes and procedures. Identify and escalate priority issues and redirect problems to appropriate resources. Accurately process and record call transactions via the agency\'s ticketing system. Perform follow-up with and make scheduled callbacks to customers as per standard procedures. Stay current with agency system information, changes, and updates as directed. Maintain strong written and verbal communication to respond to customer inquiries via phone and/or email. Handle multiple priorities and customer issues professionally, accurately interpreting and resolving customer questions. Enter, monitor, and update help desk tickets to track progress and resolution of customer issues. Perform closed-loop communication with end users to resolution. Meet established guidelines for average chat volume, call times, tickets per day, and other related SLAs. Develop and create documentation on training materials, FAQs, and Knowledge Base Articles. All other duties as assigned. Skills and Experience
3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary software via multiple channels (email, chat, and phone). Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti. Experience researching problems, analyzing trends, and distributing findings. Strong customer service, verbal and written communication skills, and troubleshooting skills. Ability to quickly learn complex business applications and apply this knowledge to assist end users. Experience developing Knowledge Base and related documentation. Bachelor\'s degree or certification; work experience may be a substitute. US Citizenship required with ability to pass a background check. Active SECRET clearance required.
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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. We are pursuing partnerships and investments in artificial intelligence and emerging technologies to develop solutions for tomorrow's government challenges. 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. Role
Tria Federal is actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk support team for a federal agency. Candidates should possess strong skills in providing exceptional customer service with excellent typing speed and high-quality oral and written communication. Because of the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted). Coverage is 8:00 AM to 8:00 PM EST, Monday through Friday; this is shift work to support that schedule. The role is hybrid and requires onsite support. Responsibilities
Providing support for Tier 1 and Tier 2 incidents using Salesforce for Federal Agency applications, while serving as an escalation point for common issues. Coordinate with internal teams and the customer as required for resolving escalated incidents. Develop training and provide mentoring to team members. Quickly gain an in-depth understanding of supported applications and typical types of user issues, including resolutions. Utilize chat functionality effectively to deliver service and support to agency customers. Engage with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency\'s mission systems and applications. Conduct research using available resources, including knowledge bases, training materials, and published solutions. Adhere to established agency processes and procedures. Identify and escalate priority issues and redirect problems to appropriate resources. Accurately process and record call transactions via the agency\'s ticketing system. Perform follow-up with and make scheduled callbacks to customers as per standard procedures. Stay current with agency system information, changes, and updates as directed. Maintain strong written and verbal communication to respond to customer inquiries via phone and/or email. Handle multiple priorities and customer issues professionally, accurately interpreting and resolving customer questions. Enter, monitor, and update help desk tickets to track progress and resolution of customer issues. Perform closed-loop communication with end users to resolution. Meet established guidelines for average chat volume, call times, tickets per day, and other related SLAs. Develop and create documentation on training materials, FAQs, and Knowledge Base Articles. All other duties as assigned. Skills and Experience
3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary software via multiple channels (email, chat, and phone). Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti. Experience researching problems, analyzing trends, and distributing findings. Strong customer service, verbal and written communication skills, and troubleshooting skills. Ability to quickly learn complex business applications and apply this knowledge to assist end users. Experience developing Knowledge Base and related documentation. Bachelor\'s degree or certification; work experience may be a substitute. US Citizenship required with ability to pass a background check. Active SECRET clearance required.
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