Jr Application Service Desk Analyst

Summary

Join Tria Federal as a Jr. Application Support Analyst and provide Tier 1 and Tier 2 support for Salesforce and other applications within a federal agency. You will handle customer inquiries via phone, email, and online forms, troubleshoot issues, and escalate complex problems. This hybrid role requires strong customer service, communication, and troubleshooting skills, along with at least one year of experience in a call center environment. Active Secret Clearance and US Citizenship are mandatory. The position offers a chance to grow professionally within a team-oriented environment and contribute to mission-critical projects.

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
• US Citizenship necessary with ability to pass a background check
• ACTIVE SECRET CLEARANCE REQUIRED
• 1+ years’ experience

Responsibilities

• 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

Preferred 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