L1 Help Desk Technician

M9 Solutions is seeking an L1 Help Desk Technician to work on-site in support of a government contract for a client located in Washington, DC. An active TS/SCI clearance is required.

Responsibilities

• Develops a deep understanding of the software platform applications to leverage problem-solving skills and ensure user inquiries are resolved in an efficient and delightful way.
• Gathers necessary information and responds to customer inquiries through a comment-based ticketing system.
• Recreates and diagnoses issues reported by the client.
• Triages, tracks, and correctly escalates support requests across client support teams and internal teams when necessary.
• Collaborates with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users.
• Identifies and drives forward various support initiatives to improve the effectiveness and efficiency of global Foundry user support at growing scale.
• Makes contributions to core documentation where context is currently missing.

Required Skills and Qualifications

• TS/SCI security clearance.
• U.S. citizenship is required for this role.
• A passion for customer support and enablement, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets.
• Experience providing customer support, preferably on complex software platforms.
• Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area.
• Excellent English writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics.
• Ability to operate in a fast-paced environment, where the product and support processes are often changing.
• Ability to continuously learn and work independently, making decisions with minimal supervision.
• Strong organizational skills and attention to detail through effective prioritization strategies and the use of task ticketing and tracking systems.
• Learning and growth mindset with the ability and willingness to quickly ramp up on platform-specific and project-specific workflows.
• Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users.

Preferred Skills and Qualifications

• Knack for streamlining and improving support processes.
• Proficiency with Python and PySpark.