Help Desk Support

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.

• Operate and manage the TRIRIGA Help Desk function (Tier 1-3 escalation model) during designated hours of operation (7:00 AM-6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.

• Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.

• Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.

• Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).

• Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.

• Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.

• Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.

• Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.

• Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.

Requirements

• Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies

• Must have expertise in ticket management systems (e.g., ServiceNow)

• Must have experience resolving user issues in IWMS systems

• Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting