Tria Federal
Healthcare
CustomerServiceAnalyst(Tier2)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Analyst (Tier 2) at Tria Federal. Skills: Customer support, Escalated issues, Technical Help Desk. Provide administrative support. Provide technical support”
What You'll Achieve.
Adhere to timelines; Adhere to Service Level Objectives; Manage incoming volumes
Industry & Context.
Advanced problem solving; Critical thinking
Position of Trust clearance, Reside in United States, Lived in United States 3 of 5 years
What They're Looking For.
Must Have
U. S. Federal Position of Trust clearance, Reside and work in United States, Lived in United States 3 of 5 years, Bachelor's Degree or 4 years' experience, Two or more years IT service desk experience, Two or more years customer service experience
Nice to Have
Federal Service Desk project experience, ServiceNow knowledge or experience, Agile methodologies experience, Atlassian tools experience
What You'll Do.
Provide administrative support
Provide technical support
Track customer support requests
Research customer support requests
Resolve customer support requests
Complete proper escalation
Establish troubleshooting bridge calls
Perform User Acceptance Testing
Perform smoke testing
Adhere to Help Desk workflows
Follow triage protocols
Follow research protocols
Follow escalation protocols
Notify customers of system status
Communicate potential issues
Support script development
Support script management
Assist with SOP preparation
Assist with SOP maintenance
How You'll Work.
Team & Collaboration
Collaborate with Help Desk leadership; Collaborate with other teams; Work with management; Work with peers; Work with customers
Communication Scope
Professional communication
Process & Methodology
Agile methodologies
Full Job Description
Job Description: We are looking for a highly skilled Tier 2 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for addressing escalated support issues, conducting deeper review and research to determine the correct path for resolution. In addition, this role will support the Tier 1 staff by providing guidance for resolution or surge support during heavy volume periods. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then we have a spot for you. Basic Requirements: Ability to obtain a U. S. Federal Position of Trust clearance designation. Must reside in and be able to perform work in the United States. Must have lived in the United States for 3 of the last 5 years. Bachelor’s Degree or 4 years’ experience equivalent experience in a related field. Two or more years of proven experience in an IT service desk and customer service environment. Additional Qualifications: Previous experience working on a Federal Service Desk project. Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services). Advanced problem solving and critical thinking skills to effectively address escalated issues. ServiceNow knowledge or experience is a big plus. Experience with cloud-based Call Center Software, specifically CXone. Knowledge and/or experience of Agile methodologies in a Service Desk environment. Experience with utilizing Atlassian tools like JIRA and Confluence. Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes. Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience. Demonstrate the adaptability and flexibility t
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