TRIRIGA Help Desk and Training Support 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, sustainment, and support contract with a federal government client. The specialist provides daily user support, triages and resolves system tickets across multiple support tiers, and develops and delivers training to agency staff on application functionality and processes. This position works primarily remotely during Eastern Time Zone business hours, with occasional on-site presence at client facilities required for onboarding and related activities.

The facilities management platform is built on a heavily customized IBM TRIRIGA implementation and supports a large, active user base. The system encompasses multiple TRIRIGA modules — including Real Estate Management, Capital Projects, Space Management, Reservations, Operations and Maintenance, and Facilities Condition Assessment — as well as custom agency modules and integrations with several enterprise systems.

Key Responsibilities

Help Desk Support

• 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

Training Development and Delivery

• 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

Documentation

• 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

Required Qualifications

• Ten or more years of experience providing application help desk or user support in an enterprise software environment
• Demonstrated ability to manage and resolve tickets across multiple priority levels (L1, L2, L3)
• Familiarity with IBM TRIRIGA or comparable Integrated Workplace Management System (IWMS) or Enterprise Asset Management (EAM) platforms; direct IBM TRIRIGA experience strongly preferred
• Experience developing and delivering end-user training for enterprise software applications, including screen captures, interactive demonstrations, and presentation materials
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical users
• Ability to work independently in a remote environment while meeting established Service Level Agreement (SLA) targets and deadlines
• Ability to work Eastern Time Zone business hours
• Ability to obtain and maintain federal agency badging and system access credentials

Preferred Qualifications

• Experience supporting IBM TRIRIGA in a federal government environment
• Familiarity with TRIRIGA modules including Space Management, Reservations, Real Estate, Capital Projects, or Operations and Maintenance
• Experience supporting users of enterprise applications with large user bases (500 or more users)
• Experience with ticketing platforms and support workflow tools
• Prior work on federal health or civilian agency contracts
• Salary offered will be commensurate with the candidate's experience, qualifications, and certifications.
• Our positions may require a background screening and clearance directly from the Government.
• Please note that telework arrangements are subject to change based on customer requirements.

Additional Information

Competitive benefits for eligible employees include:

• Medical & Rx
• Dental
• Vision
• Flexible Spending Accounts
• 401(k) Retirement Plan
• Life Insurance/AD&D
• Long Term Disability and Short-Term Disability
• Paid Time Off
• Holiday Pay

All positions require a background check after acceptance of our offer. The selected candidate will be eligible to begin employment before the background check has been finalized. However, continued employment will be contingent upon the results of your reference/background check from The Building People, LLC. Your position may require special credentialing, clearance, and access as a condition of employment. In the event the government or client does not sponsor or approve your clearance, it may result in termination of your employment.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case‑by‑case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e‑mail address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.