Junior Beneficial Ownership Application Service Desk Analyst

Location

Vienna, VA | United States

Job description

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Full Time

* US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.

Who We Are:

Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.

#PoweringPossible

Who You Are:

You are a talented Junior Beneficial Ownership Application Service Desk Analyst with at least 1 year of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance . You’re looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.

Military Veterans and individuals with disabilities are encouraged to apply! 

About This Role:

Universal Consulting Services (UCS)a wholly-owned subsidiary of Tria Federal (Tria) is seeking a talented A pplication Support Analysts to join a new technical support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, 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.

Responsibilities: 

Work as part of the Application Support team responsible for Tier 1 through Tier 2 support leveraging Salesforce and Amazon Connect functionalities including chat. You will contribute to the technical support team by providing valuable guidance for Tier 1 and Tier 2 incidents common issues.

• Providing support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and the application
• 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

The “Need-to-Have” Skills & Qualifications:

• 1+ years of experience in a call center environment providing customer/user service, and in providing end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone
• 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

N/A

N/A

• US Citizenship necessary with ability to pass a background check
• ACTIVE SECRET CLEARANCE REQUIRED

1+ years’ experience

The “Nice-to-Have” Skills & Qualifications:

• Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti
• Experience researching problems, analyzing trends, and distributing findings 
• Bachelor’s degree or certification; work experience may be a substitute

Physical Requirements

N/A

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Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

  Job Listing ID: job_20240205213057_WCAPVKS9JMKXPENW

Equal Employment Opportunity (EEO):

Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer.

As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.

U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.

Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to [email protected] or call (703) 229-5888. Include the nature of your request, along with your name and contact information.

Job tags

Salary