Junior Application Service Desk Analyst

March 19

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

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Tria Federal (Tria)

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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. Our capabilities are far-reaching and expansive, spanning the lifecycle of digital transformation from end to end. Regardless of agency, whatever the mission, at any stage of the modernization journey, we supercharge organizational governance, business processes, and data-driven decision-making to transform the business of government.

501 - 1000 employees

📋 Description

• Providing support for Tier 1 and Tier 2 incidents involving Salesforce, and the application while serving as an escalation point for common issues. • Coordinates with internal teams and the customer as required for resolving escalated incidents. • Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions. • Engaging with customers via an online form (Contact Us Page) through the ticketing system (Salesforce) and providing customer call backs 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 ticket 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 call-back times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements • All other duties as assigned

🎯 Requirements

• 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