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Intermediate Application Support Analyst

2 months ago

Vienna, Virginia, United States Tria Federal (Tria) Full time
Job Overview

Position: Mid-Level Application Support Specialist
Location: Remote
Employment Type: Full Time
Security Clearance: Active Secret Clearance Required


About Tria Federal

Tria Federal is a leading provider of IT and advisory services, specializing in digital transformation solutions for federal agencies across various sectors, including Civilian, Defense, and Intelligence. Our mission is to empower government agencies to enhance their operational efficiency and adapt to evolving challenges.


Candidate Profile

We are seeking a skilled Mid-Level Application Support Specialist with a minimum of 2 years of relevant experience. The ideal candidate is driven by results, committed to quality, and possesses a strong inclination towards innovation. You will thrive in a collaborative environment, contributing to critical projects that serve the public interest.


Role Responsibilities
  • Develop and maintain a thorough knowledge base for client applications.
  • Create and implement engaging training sessions for staff on client applications, including Salesforce and Amazon Connect.
  • Evaluate recurring issues and assist in structuring effective incident management processes.
  • Provide advanced support for Tier 1 and Tier 2 incidents related to Salesforce, Amazon Connect, and web applications.
  • Act as an escalation point for common application challenges, prioritizing issues for resolution.
  • Utilize chat and soft phone technologies to address customer inquiries regarding mission systems and applications, ensuring high-quality customer service.
  • Conduct independent research to propose solutions for various technical challenges.
  • Comply with established agency protocols and procedures.
  • Make scheduled follow-up calls to customers as per standard practices.
  • Stay updated on agency system information and changes as required.

Essential Skills & Qualifications
  • Minimum of 2 years of experience with Salesforce and/or Amazon Connect.
  • Proven experience in creating knowledge articles, training materials, and quality documentation.
  • Exceptional customer service skills.
  • Strong technical proficiency with Salesforce, Amazon Connect, and web applications.
  • Proficient in MS PowerPoint, Word, and Excel.
  • Experience in a technical support role, particularly in Tier 1 and Tier 2 environments.
  • Excellent interpersonal and communication abilities.
  • Strong organizational skills with the capacity to manage multiple tasks effectively.

Education & Clearance
  • Bachelor's degree or equivalent experience.
  • ACTIVE SECRET CLEARANCE REQUIRED

Additional Qualifications
  • Experience with ChatGPT is a plus.

Why Choose Tria?

At Tria, we pride ourselves on our commitment to excellence and our exceptional team. We foster a culture that encourages personal and professional growth, offering a comprehensive benefits package that supports your overall well-being. Join us in our mission to empower government agencies and make a meaningful impact.