What are the responsibilities and job description for the Jr Beneficial Ownership Application Service Desk Analyst position at Favor TechConsulting, LLC (FTC)?
HybridVienna, VAFull 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 Beneficial Ownership Application Service Desk Analyst with at least 1 year 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: Tria Federal is actively seeking a Jr. Application Support Analyst to join our application support team for a federal agency. We are seeking candidates who possess strong skills in providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).Please note Coverage is 8am to 8pm EST Monday through Friday and this is shift work to support that. Please note the overall Application Support Desk hours are from 6:30am – 7:00pm (varying by Application). This position hour
- s are: 8:00am-4:30pm EST Coverage Responsibilities
- for Tier 1 and Tier 2 incidents involving Salesforce, and the application while serving as an escalation point for common issues.Coordinates with i
- nternal teams and the customer as required for resolving escalated incidents.Quickly gain an in
- -depth understanding of supported applications and typical types of user issues including resolutions.Engaging with cust
- omers via an online form (Contact Us Page) through the ticketing system (Salesforce) and providing customer call backs to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.Conducting researc
- h using available resources, including knowledge bases, training materials, and published solutions.Adhering to establ
- ished agency processes and procedures.Identifying and es
- calating priority issues and redirecting problems to appropriate resources.Accurately process
- ing and recording call transactions via the agency's ticketing system.Following up with
- and making scheduled callbacks to customers as per standard procedures.Staying current wi
- th agency system information, changes, and updates as directed.Employs good writt
- en and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or ticket correspondenceHandles multiple p
- riorities 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.Enters, monitors,
- and updates help desk tickets in the call tracking system to track progress and resolution of customer issues.Performs closed-lo
- op communication with end users to resolutionMust be able to me
- et and adhere to established guidelines for call-back times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirementsAll other duties a
- s assigned The “Need-to-Have
- ence in a call center environment providing customer/user service, and in providing end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phoneStrong customer se
- rvice, verbal, and written communication skills, and troubleshooting skills requiredAbility to quickly
- learn complex business applications and apply this knowledge to assist end users Professional Cert
- essary with ability to pass a background checkACTIVE SECRET CLEA
- RANCE REQUIREDYears of Professio
- Help Desk ticketing system such as Salesforce, Remedy, or IvantiExperience researc
- hing problems, analyzing trends, and distributing findings Bachelor’s degree
- or certification; work experience may be a substitute Physical Require
