Application Service Desk Analyst

Tria Federal (Tria); Vienna (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Junior Application Service Desk Analyst to join their customer service team. This role focuses on supporting proprietary applications and requires strong communication skills to assist users effectively. Ideal candidates will have a background in customer service, with a willingness to learn and adapt in a dynamic environment. The position offers a supportive atmosphere with opportunities for professional growth, including tuition reimbursement and a comprehensive benefits package. If you're passionate about helping others and eager to advance your career, this is the perfect opportunity for you.

Benefits

Medical, dental, and vision insurance

401(k) plan with employer match

PTO and paid holidays

Paid parental and maternity leave

Tuition reimbursement

Pre-tax commuter benefits

Employee referral bonus program

Qualifications

• 2+ years of relevant experience in customer service preferred.
• Ability to perform closed-loop communication with end users.

Responsibilities

• Support proprietary government applications and respond to support requests.
• Update and monitor help desk tickets while maintaining positive relationships.

Skills

Customer Service

Written Communication

Basic Computer Skills

Call Center Experience

Tools

Microsoft Applications

Job description

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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 some customer service experience is preferred. IT experience is a plus but not mandatory, as these are proprietary applications. The role requires good written communication skills for updating tickets and responding to customers via email, as well as answering phones when in the office, with shift coverage adherence.

Basic Requirements:

• 2+ years of relevant experience.
• Active Secret Clearance Required*
• Customer Service experience.
• Basic computer skills (e.g., Microsoft Applications, Internet Browsing, PDF).
• Ability to perform closed-loop communication with end users to resolution.
• Understanding of meeting service level agreements (SLAs) in a call center environment.
• Ability to meet or exceed SLAs such as call volume, response times, and customer satisfaction metrics.
• Ability to follow guidelines for call times, tickets per day, and other SLAs.

Additional Qualifications:

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

Responsibilities:

• Support proprietary government applications.
• Cross-train and support multiple applications in a Help Desk environment.
• Quickly learn supported applications and common user issues.
• Respond to support requests via phone and email, including password resets, application questions, user training, access roles, and access requests.
• Communicate effectively with customers to resolve issues.
• Update and monitor help desk tickets.
• Maintain positive relationships with team members and users.
• Meet SLAs for call handling, ticket resolution, and customer satisfaction.
• Perform other duties as assigned.

Benefits and Perks:

• Medical, dental, and vision insurance with employer contributions.
• 401(k) plan with 5% employer match and immediate vesting.
• PTO and paid holidays.
• Paid parental and maternity leave.
• Tuition and certification reimbursement up to $5,250/year.
• Pre-tax commuter benefits.
• Employee referral bonus program.

Active Secret Clearance Required*

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industry: Business Consulting and Services