Help Desk Support
About this role
The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.
- Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
- Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
- Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
- Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
- Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
- Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
- Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
- Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
- Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.
- Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
- Must have expertise in ticket management systems (e.g., ServiceNow)
- Must have experience resolving user issues in IWMS systems
- Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting
Frequently Asked Questions
Is the salary disclosed for the Help Desk Support position at Essnova Solutions, Inc?
The salary for this Help Desk Support role at Essnova Solutions, Inc is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Help Desk Support position at Essnova Solutions, Inc located?
This Help Desk Support role at Essnova Solutions, Inc is based in Washington, District of Columbia, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Help Desk Support position at Essnova Solutions, Inc?
Click the "Apply Now" button on this page. You will be redirected to Essnova Solutions, Inc's official application portal hosted on workable where you can submit your application directly.
When was the Help Desk Support job at Essnova Solutions, Inc posted?
This Help Desk Support position at Essnova Solutions, Inc was posted on Mar 3, 2026. Apply as soon as possible — early applications are often reviewed first.
Help Desk Support
Essnova Solutions, Inc
You'll be redirected to Essnova Solutions, Inc's official application page on workable.