Is there a job opening for a Help Desk Support in Washington, DC, USA?

Essnova Solutions, Inc. is currently hiring a Help Desk Support in Washington, DC, USA.

Does Essnova Solutions, Inc. hire Help Desk Support?

Essnova Solutions, Inc. looking to hire a qualified Help Desk Support in Washington, DC, USA.

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Help Desk Support

Washington, DC, USA

82 Days ago

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Job Description

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

Job Overview

Job Function: IT/Computers - Software & Software Services

Job Type: Full Time

Workplace Type: Not Specified

Experience Level: Not Specified

Salary: Competitive & Based on Experience

Experience: 0 - 0 yrs

Contact Information

Company Name: Essnova Solutions, Inc.

Recruiting People: HR Department

Website: http://www.essnova.com

Location

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