Application Service Desk Analyst

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.

Job Description:

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.

Basic Requirements:

• 2+ years of relevant experience.
• A security clearance, or ability to obtain a security clearance.
• 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.

Additional Qualifications:

• Previous Application Service Desk/Call Center or similar experience a plus.

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.

Benefits and Perks:

• Medical, dental, and vision insurance - Multiple plan options through Cigna and VSP Vision Care with employer contributions.
• 401(k) retirement plan - 5% employer match with immediate vesting.
• Paid time off (PTO) - Accrual-based PTO with 11 paid federal holidays and 1 floating holiday.
• Parental & maternity leave - 20 days paid parental leave and 12 weeks fully paid maternity leave. Disability & life insurance - Company-paid short-term & long-term disability, basic life insurance, and AD&D.
• Tuition & certification reimbursement - Support for career growth with up to $5,250 per year for tuition and certification assistance.
• Commuter benefits - Pre-tax savings for public transit and rideshare expenses.
• Employee referral bonus - Reward program for successful candidate referrals

Active Secret Clearance Required*

Work Location:

Tria Federal, operates primarily in the Eastern Time Zone, with standard work hours from 9 AM - 5 PM ET and flexibility around start and end times based on team needs. We have open-collaboration offices in Arlington, VA, and Baltimore, MD for those who prefer to work on-site.

Please Note: Work location requirements vary by program. While many roles support remote work, some projects may require partial or full on-site presence based on contract and client needs. Specific work location expectations will be communicated during the hiring process.

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 your stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

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.

California Consumer Privacy Act (CCPA)

We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa .