L1 Help Desk Tech

L1 Help Desk Tech

Interview: 2-3 Teams Calls

Location:

On site in DC, may go to client site in Northern VA sporadically

Clearance: TS/SCI

Pay Rate: 50hr W2

Pre-Submission Questions:

- Tell me a little about yourself that isn’t on your resume, and what makes you interested in this role?

- Describe your software help desk experience. What were your specific responsibilities?

- Please describe any experience you have, be it professional, academic, or casual, in working with query-based, code-based or analytical software (including but not limited to: SQL, Python, Microsoft Excel, Java, R).

- What is your experience working with the DoD or government? What were the challenges you helped them overcome?

- What are your communication strategies and go-to systems to share information with your internal teammates, internal and external stakeholders?

Core Responsibilities

• Develop a deep understanding of Foundry applications to effectively resolve user inquiries in an efficient and user-friendly manner
• Gather necessary information and respond to customer inquiries through a comment-based ticketing system
• Recreate and diagnose issues reported by clients
• Triage, track, and escalate support requests across internal support teams when necessary
• Collaborate with product engineers to identify root causes and resolve bugs surfaced by users
• Identify and drive support initiatives that improve the effectiveness and efficiency of global user support at scale
• Contribute to core documentation where context or clarity is currently missing

What We Value

• A strong passion for customer support and user enablement, as handling customer support tickets is the core responsibility of this role
• Experience providing customer support, preferably on complex software platforms
• Experience working with analytical software platforms and leveraging large-scale data to solve meaningful business problems
• Excellent written and verbal communication skills, with the ability to engage customers on complex or sensitive topics
• Comfort operating in a fast-paced environment with frequently changing products and support processes
• Ability to learn continuously, work independently, and make decisions with minimal supervision
• Strong organizational skills and attention to detail, including effective prioritization and use of ticketing and tracking systems
• Bonus: A knack for streamlining and improving support processes
• A learning and growth mindset with the ability to quickly ramp up on Foundry and project-specific workflows
• Comfort working in a rapidly changing environment with dynamic objectives and ongoing iteration with users