Help Desk Specialist

Summary

Join Tria Federal as a Help Desk Specialist! This remote position in Arlington, VA requires an Active Secret Clearance and at least two years of experience. You will provide Tier 1 customer service, monitor queues, triage tickets, and collaborate with other teams to improve support. The ideal candidate possesses superior customer service and communication skills and experience with ServiceNow, Salesforce, or a comparable ticketing system. An AS degree in IT or equivalent experience is required. Tria offers a top-tier benefits package to invest in your well-being.

Requirements

• At least 1-years’ experience with ServiceNow, Salesforce, or comparable help desk ticketing system
• At least two year providing complex technical help desk support in a fast-paced environment
• Superior customer service and communication skills
• AS degree in an IT discipline
• Ability to obtain and maintain Secret Clearance

Responsibilities

• Provide Tier 1 customer service to users at all levels within the customer organization
• Monitor queues for SLA, delayed responses, and unassigned tickets
• Triage tickets and escalate as needed
• Work with Knowledge Manager and Quality Manager to improve self-service support and Tier-1

Preferred Qualifications

Additional 2 (two) years of related professional experience can be substituted for an AS

Benefits

• Top-tier benefits package to invest in your physical, mental, and financial health and wellness
• Opportunities to learn new skills, seize new challenges, and advance your career as we grow