Help Desk Support
Essnova Solutions, Inc. · Washington, District Of Columbia, US
The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.
Job description
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 list...