Remote TRIRIGA Help Desk & Training Specialist

The Building People; United States; Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical & Rx

Dental

Vision

Flexible Spending Accounts

401(k) Retirement Plan

Life Insurance/AD&D

Long Term Disability and Short-Term

Paid Time Off

Holiday Pay

Job summary

The Building People, LLC is seeking an IBM TRIRIGA Help Desk and Training Support Specialist to support an integrated facilities management application maintenance for a federal government client. You will provide daily user support, triage and resolve tickets, and develop and deliver training to agency staff on TRIRIGA functionality.

Role is primarily remote during Eastern Time Zone hours with occasional on-site onboarding.

Qualifications

• Ten or more years of experience providing application help desk or user support in an enterprise software environment.
• Demonstrated ability to triage and resolve tickets across multiple priority levels (L1, L2, L3)
• Experience developing and delivering end-user training for enterprise software applications
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint)
• Strong written and verbal communication skills
• Ability to work independently in a remote environment while meeting SLA targets
• Ability to work Eastern Time Zone business hours
• Ability to obtain and maintain federal agency badging and system access credentials

Responsibilities

• Serve as the primary point of contact for end-user support inquiries, logging and documenting all service requests in the application's ticketing system
• Triage incoming tickets according to priority level, independently resolving Tier 1 (L1) and Tier 2 (L2) issues and escalating Tier 3 (L3) issues to senior technical staff with appropriate context and documentation
• Provide telephone support and, when required, on-site technical support for application users at client facilities
• Create and adjust settings for new and existing user profiles, business objects, workflows, and other system configurations as directed by the government project lead
• Participate in regular status calls to review open tickets and support activities
• Contribute to monthly reporting on support operations, accomplishments, and performance issues
• Plan and conduct training sessions covering application policies, procedures, and system functionality for new and existing government and contractor staff
• Prepare an electronic training agenda, maintain an electronic daily sign-in sheet, update user training records within the system, and distribute electronic training evaluation surveys for each session
• Make all training documents and materials accessible online through the application's help function following each session
• Develop and maintain electronic training materials, including illustrative screen captures, interactive online demonstrations, and presentation slides (e.g., Microsoft PowerPoint)
• Maintain the online user guide documentation, keeping it current with all changes to application portals and processes
• Develop and maintain help files incorporated directly into the software and accessible via the help function
• Develop test checklists and scripts specific to individual projects or functions
• Contribute text, screenshots, or other content for technical help documentation as needed
• Submit all documentation in Microsoft Office-compatible formats that meet client standards

Tools

IBM TRIRIGA

Ticketing systems

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

The Building People, LLC is seeking an IBM TRIRIGA Help Desk and Training Support Specialist to support an integrated facilities management application maintenance for a federal government client. You will provide daily user support, triage and resolve tickets, and develop and deliver training to agency staff on TRIRIGA functionality.

Role is primarily remote during Eastern Time Zone hours with occasional on-site onboarding.