L1 Help Desk Technician

Serve as a Level 1 Help Desk Technician to provide o Response to technical issues o Technical support to Data Engineers

• Gather necessary information and respond to customer inquiries o Over email and through ticket-based software support desk systems

• Recreate and diagnose issues reported by the client

• Triage, track, and correctly route support and user requests across the team

• Collaborate with engineering and product teams to resolve problems and find solutions

• Coordinate/manage customer contact for product and user issues across a global user base

• Ramp up new users on the product platform

• 3+ years of experience providing Customer Support o Preferably on complex software platforms

• Consistent execution with proactive communication

• Experience working with analytical software platforms

• Proficiency in scripting: o Python, PowerShell, and/or Bash

• Experience using large-scale data to solve valuable business problems

• Experience with Microsoft Office Suite

• High understanding of the business process

• Experience with Foundry is a plus

Active TS/SCI Security Clearance Job Type: Full-time Salary: $70,000-$110,000