L1 Help Desk Technician

M9 Solutions is dedicated to providing IT services and solutions to the Federal Government by mobilizing the right people, skills, clearance levels, and technologies to help organizations that desire improved performance and modern, sustainable change. M9 has provided quality IT services and support to more than 30 Federal Agencies and multiple commercial customers nationwide. Our capabilities include IT Talent Solutions, Data Delivery & Analytics, Cyber Security, Cloud Migration, Applications and Infrastructure, Software Development, and Finance & Accounting.

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.

• 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.

• 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.

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

M9 Solutions' pay range for this position is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the position, education, experience, knowledge, skills, abilities, as well as internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law.

M9 Benefits -

$100,000 - $115,000 USD

M9 Solutions, LLC (M9) is a Federal subcontractor and complies with all applicable federal laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA). M9 also adheres to the affirmative action requirements of the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA),…