Mid-Level Application Service Desk Analyst

Tria Federal is actively seeking a Mid-Level Application Support Analyst to join our Application Support Desk support team for a federal agency. We are seeking candidates who 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). Please note Coverage is 8am to 8pm EST Monday through Friday and this is shift work to support that. The role is hybrid and does require 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.

• Coordinates with internal teams and the customer as required for resolving escalated incidents.

• Develops training and provides mentoring to team members.

• Quickly gain an in-depth understanding of supported applications and typical types of user issues

  including resolutions

• Utilizing chat functionality effectively to deliver service and support to agency customers.

• Engaging 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.

• Conducting research using available resources, including knowledge bases, training materials, and

  published solutions.

• Adhering to established agency processes and procedures.

• Identifying and escalating priority issues and redirecting problems to appropriate resources.

• Accurately processing and recording call transactions via the agency's ticketing system.

• Following up with and making scheduled callbacks to customers as per standard procedures.

• Staying current with agency system information, changes, and updates as directed.

• Employs good written and communication skills in order to effectively respond to and answer

  customer inquiries both via phone and/or e-mail correspondence

• Handles multiple priorities and customer issues in a professional and calm manner being able to

  interpret, understand and effectively resolve the question/s that the customer is asking

• Enters, monitors, and updates help desk tickets in the call tracking system to track progress and

  resolution of customer issues

• Performs closed-loop communication with end users to resolution

• Must be able to meet and adhere to established guidelines for average chat volume, call times,

  number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and

  reported SLA requirements

• 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 applications

  software 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 required

• 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 necessary with ability to pass a background check

• ACTIVE SECRET CLEARANCE REQUIRED