Junior Help Desk Support Specialist (TRIRIGA) Full Time NEW

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 response times are met, including logging and responding to Critical tickets within 15 minutes, High within 30 minutes, and Medium/Low within 1 hour.
• Access & Account Assistance: Assist users with basic system access problems and coordinate with administrators for Business Entitlement Access Request System (BEARS) approvals.
• Escalation & Coordination: Attempt immediate immediate resolution through functional troubleshooting; if the issue requires advanced technical intervention, properly route and escalate the ticket to Tier 2 or Tier 3 application developers.
• Coverage Hours: Provide active live support during the required Help Desk core operational hours, Monday through Friday.

Required Qualifications & Experience

• Years of Experience: 0–3 years of experience in IT help desk, customer service, or computer user support.
• Technical Aptitude: Basic understanding of enterprise software environments and proficiency using standard IT ticketing systems.
• Communication Skills: Excellent verbal and written communication skills with a strong customer service mindset for engaging with end-users.
• Onboarding SLA: Must be capable of passing strict IRS background checks and adhering to a rigid 5-calendar-day SLA for scheduling fingerprinting and submitting eAPP (SF-85/85P) forms upon offer acceptance.

Preferred Qualifications & Experience

• Prior experience providing Tier 1 support for federal civilian agencies or large enterprise populations.
• Familiarity with facilities management systems, TRIRIGA, ARCHIBUS, or similar IWMS platforms.
• Knowledge of ITIL service management best practices.

Salary Range: $40,000 – $65,000 annually

Education: Bachelors Degree preferred

Location: Remote within US / Washington, DC Area preferred

Clearance: Must be a United States Citizen and able to obtain and maintain Public Trust security clearance for this government position. Existing IRS clearance is preferred.

About Metric5

Metric5 is a small business with big company benefits. We have a passionate team of smart, fun, caring professionals, and we are here for the long haul. Join our growing team in a business where your contributions make an enormous impact. Our organization offers a comprehensive employee benefits package, continuous professional development, with a best in class company culture that is enjoyable to work in and supports the growth of each of our professionals.

Our Benefits Include

• Health & Dental Insurance with 100% of individual coverage paid for by the company
• Vision Insurance
• Life & Short Term Disability Insurance
• 401K with company match (employees are immediately vested)
• Paid Vacation
• 9 Paid Holidays per year (plus 2 paid floating holidays)
• Parental Leave
• Employee Bonuses
• Professional Development Reimbursement Program
• Tuition Assistance Program

Metric5 is an Equal Opportunity Employer. All qualified applicants will receive consideration

national origin, disability, or status as a protected veteran.