Junior Help Desk Support Specialist (TRIRIGA)
Metric5 · Washington, District Of Columbia, US
Metric5 is seeking a customer-focused Junior Help Desk Support Specialist to serve as the first line of defense for the IBM TRIRIGA Integrated Workplace Mana...
Job description
Metric5 is seeking a customer-focused Junior Help Desk Support Specialist to serve as the first line of defense for the IBM TRIRIGA Integrated Workplace Management System (IWMS) at the Internal Revenue Service (IRS). Responsibilities: Operating within a tiered support model, this role is critical to maintaining user productivity for a massive enterprise user base, including 1,700 regular concurrent users and approximately 85,000 general users. The Junior Help Desk Support Specialist will provide rapid Tier 1 triage, basic troubleshooting, and seamless escalation to ensure strict Service Level Agreements (SLAs) are met while the platform undergoes a complex 12-month migration to the Maximo Application Suite (MAS). - Tier 1 User Support: Serve as the primary entry point for all end-user requests regarding system access, navigation issues, error messages, and basic application questions (e.g., workstation self-certification, reservations). - Ticket Intake & Triage: Log all incoming issues into the designated issue tracking system (e.g., Jira, ServiceNow, TRIRIGA). Ensure all relevant information is captured upon first contact. - SLA Adherence: Monitor incoming queues to ensure strict...