Junior Application Service Desk Analyst with Security Clearance

Hybrid
Vienna, VA Full TimeActive Secret Clearance *
* US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time. Who We Are: Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible. Follow us on LinkedIn #PoweringPossible Who You Are: You are a talented Junior Application Service Desk Analyst with at least 2 years of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You're looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve. Military Veterans and individuals with disabilities are encouraged to apply About This Role: Universal Consulting Services (UCS) a wholly-owned subsidiary of 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 we would like some customer service experience. IT experience is a plus but since these are proprietary applications, not mandatory. For this type of position this is very customer service oriented, good written communication skills for updating tickets and responding to the customer via e-mail/written communication and requires the analyst to answer phones (if/when back in the office) regularly and adhere to shift coverage. Overall, we are not looking for Service Desk and/or IT technical personnel. Based on past performance technical candidates seem to get frustrated in this type of a position. Responsibilities: * Provide support for a variety of proprietary government applications
* Cross-train and support multiple applications in a Help Desk/Call Center Environment
* Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
* Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application's functionality, basic user training, role-based access, and processing and/or completing access requests
* Requires good written and communication skills to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
* Must be able to handle multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
* Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues
* Ensure on-going maintenance and development of positive customer relationships with team members and end-users
* Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment
* Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) * Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs to ensure that we meet established and reported SLA requirements
* All other duties as assigned
The "Need-to-Have" Skills & Qualifications: * Customer Service
* Basic computer skills (eg: Microsoft Applications, Internet Browsing, PDF)
* Performs closed-loop communication with end users to resolution
* Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment
* Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction) * Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs to ensure that we meet established and reported SLA requirements
* All other duties as assignedProfessional Certifications: N/A Education: N/A Clearance: * US Citizenship necessary with ability to pass a background check
* ACTIVE SECRET CLEARANCE REQUIREDYears of Professional Experience: 2+ years' experience The "Nice-to-Have" Skills & Qualifications: * Previous Application Service Desk/Call Center or similar experience a plus
Physical Requirements No specific physical requirements. The job is primarily at desk answering phone, e-mails, listening to voice mails and live chat is anticipated. Why Tria? What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success. As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow. Job Listing ID: job_20240430142834_CBO9LZXB9V2XXZEM Equal Employment Opportunity (EEO): Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer. As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information. U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness. Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to or call (703) 229-5888. Include the nature of your request, along with your name and contact information.

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