TRIRIGA Help Desk Specialist (Tier 2–3 Support)

Essnova Solutions, Inc.; Washington; On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions provider in Washington, DC, seeks a TRIRIGA Help Desk Support professional to provide second-level user support and manage incidents. Responsibilities include operating the help desk function, resolving user-reported issues, and maintaining support documentation. The ideal candidate will have experience with TRIRIGA and ticket management systems, ensuring compliance with SLA timelines. This position is critical to supporting Federal Agencies and includes the administration of user accounts and role-based permissions.

Qualifications

• Experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies.
• Expertise in ticket management systems (e.g., ServiceNow).
• Experience resolving user issues in IWMS systems.
• Familiarity with TRIRIGA permissions and role-based access.

Responsibilities

• Operate and manage the TRIRIGA Help Desk function during designated hours of operation.
• Log, triage, categorize, and resolve user-reported incidents.
• Provide Tier 1 support for user navigation, permissions, and access.
• Monitor incoming tickets and ensure immediate response for critical issues.
• Analyze recurring issues to identify systemic problems.
• Administer user accounts and role-based permissions.
• Produce reports including Help Desk Logs and Bug/Defect Tracking Logs.
• Maintain and update Knowledge Management repository and support documentation.
• Support system releases and upgrades with user communications.

Skills

Supporting TRIRIGA

Expertise in ticket management systems

Resolving user issues in IWMS systems

TRIRIGA permissions knowledge

Tools

ServiceNow

Job description

A technology solutions provider in Washington, DC, seeks a TRIRIGA Help Desk Support professional to provide second-level user support and manage incidents. Responsibilities include operating the help desk function, resolving user-reported issues, and maintaining support documentation. The ideal candidate will have experience with TRIRIGA and ticket management systems, ensuring compliance with SLA timelines. This position is critical to supporting Federal Agencies and includes the administration of user accounts and role-based permissions.