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 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.
Requirements
- 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
Numbers & Facts
| Location | Washington, DC |
| Industry | Computer Software |
| Company Size | 1 to 9 employees |
| Year Founded | 2005 |
| Website | http://www.essnova.com/ |
About Company
Founded in 2005, Essnova has become a highly regarded leader in the Geospatial Technology and Consulting field. Essnova provides services for over 40 client organizations, spanning 10 countries around the globe. Our clients cover a broad range of private and public sector enterprises.
Essnova focuses on providing customized solutions. We are GIS/Geospatial experts with specific experience in utilities, municipalities and government agencies. Essnova believes in a true partnership approach in which we collaborate with our partners to deliver valuable solutions. Furthermore, we also provide technology solutions for Healthcare, Financial and other sectors as well.