Job Description:

Tria Federal (Tria) is seeking a talented Junior Application Service Desk Analyst. This position is very customer service oriented. We are open to entry level candidates, but we would like some customer service experience. IT experience is a plus but since these are proprietary applications, not mandatory. For this type of position this is very customer service oriented, good written communication skills for updating tickets and responding to the customer via e-mail/written communication and requires the analyst to answer phones (if/when back in the office) regularly and adhere to shift coverage.

Basic Requirements:

• 2+ years of relevant experience.
• Active Secret Clearance Required*
• Customer Service.
• Basic computer skills (eg: Microsoft Applications, Internet Browsing, PDF).
• Performs closed-loop communication with end users to resolution.
• Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment.
• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).
• Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs to ensure that we meet established and reported SLA requirements.

Additional Qualifications:

• Previous Application Service Desk/Call Center or similar experience a plus.

Responsibilities:

• Provide support for a variety of proprietary government applications.
• Cross-train and support multiple applications in a Help Desk/Call Center Environment.
• Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions.
• Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role-based access, and processing and/or completing access requests.
• Requires good written and communication skills to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence.
• Must be able to handle 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.
• Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues.
• Ensure on-going maintenance and development of positive customer relationships with team members and end-users.
• Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment.
• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction).
• Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs to ensure that we meet established and reported SLA requirements.
• All other duties as assigned.

Benefits and Perks:

• Medical, dental, and vision insurance – Multiple plan options through Cigna and VSP Vision Care with employer contributions.
• 401(k) retirement plan – 5% employer match with immediate vesting.
• Paid time off (PTO) – Accrual-based PTO with 11 paid federal holidays and 1 floating holiday.
• Parental & maternity leave – 20 days paid parental leave and 12 weeks fully paid maternity leave. Disability & life insurance – Company-paid short-term & long-term disability, basic life insurance, and AD&D.
• Tuition & certification reimbursement – Support for career growth with up to $5,250 per year for tuition and certification assistance.
• Commuter benefits – Pre-tax savings for public transit and rideshare expenses.
• Employee referral bonus – Reward program for successful candidate referrals

Active Secret Clearance Required*