Mid-Level Application Service Desk Analyst New Vienna, VA
Triafed, Vienna, VA, United States
Mid-Level Application 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 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.
We are actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk team for a federal agency. Candidates should possess strong skills in providing exceptional customer service with excellent typing speed, and quality oral and written communication skills. Given 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 am to 8 pm EST Monday through Friday and this is shift work to support that. The role is hybrid and does require onsite support.
Responsibilities
Provide Tier 1 and Tier 2 support for federal agency applications using Salesforce.
Serve as an escalation point for common issues and coordinate with internal teams and the customer as required for resolving escalated incidents.
Develop training and provide mentoring to team members.
Gain an in-depth understanding of supported applications and typical user issues and 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 elevate priority issues and redirect problems to appropriate resources.
Accurately process and record call transactions via the agency’s ticketing system.
Follow up with and make scheduled callbacks to customers as per standard procedures.
Stay current with agency system information, changes, and updates as directed.
Employ good written and verbal communication skills to respond to and answer customer inquiries.
Handle multiple priorities and customer issues in a professional and calm manner.
Enter, monitor, and update help desk tickets in the call tracking system 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, number of tickets/calls per day, and related SLAs.
Develop and create documentation on training materials, FAQs and Knowledge Base Articles.
Perform all other duties as assigned.
Skills and Experience
3+ years of experience in a call center environment providing customer/user service.
Experience providing technical and end‑user support for commercial application support, COTS, and/or proprietary applications via multiple channels including 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 equivalent certification; work experience may be a substitute.
U.S. citizenship and ability to pass a background check.
Equal Employment Opportunity As set forth in Tria Federal’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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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, so 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.
We are actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk team for a federal agency. Candidates should possess strong skills in providing exceptional customer service with excellent typing speed, and quality oral and written communication skills. Given 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 am to 8 pm EST Monday through Friday and this is shift work to support that. The role is hybrid and does require onsite support.
Responsibilities
Provide Tier 1 and Tier 2 support for federal agency applications using Salesforce.
Serve as an escalation point for common issues and coordinate with internal teams and the customer as required for resolving escalated incidents.
Develop training and provide mentoring to team members.
Gain an in-depth understanding of supported applications and typical user issues and 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 elevate priority issues and redirect problems to appropriate resources.
Accurately process and record call transactions via the agency’s ticketing system.
Follow up with and make scheduled callbacks to customers as per standard procedures.
Stay current with agency system information, changes, and updates as directed.
Employ good written and verbal communication skills to respond to and answer customer inquiries.
Handle multiple priorities and customer issues in a professional and calm manner.
Enter, monitor, and update help desk tickets in the call tracking system 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, number of tickets/calls per day, and related SLAs.
Develop and create documentation on training materials, FAQs and Knowledge Base Articles.
Perform all other duties as assigned.
Skills and Experience
3+ years of experience in a call center environment providing customer/user service.
Experience providing technical and end‑user support for commercial application support, COTS, and/or proprietary applications via multiple channels including 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 equivalent certification; work experience may be a substitute.
U.S. citizenship and ability to pass a background check.
Equal Employment Opportunity As set forth in Tria Federal’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
#J-18808-Ljbffr