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# TRIRIGA Help Desk Support

- **Company:** Essnova Solutions, Inc.
- **Location:** Washington, United States
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Software Engineering, Data Logging, Servicenow, User Accounts
- **Published:** June 24, 2026
- **Apply:** https://www.dice.com/job-detail/3413f5e2-dc24-4b43-a7cd-515282b6de44

## About the Role

* 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

## 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.


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