Software Help Desk Specialist

• Develop a deep understanding of internal applications, so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way
• Gather necessary information and respond to customer inquiries through a comment-based ticketing system
• Recreate and diagnose issues reported by the client
• Triage, track, and correctly escalate support requests across client support teams and internal customer teams when necessary
• Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users
• Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global internal applications user support at growing scale
• Make contributions to core documentation where context is currently missing

• ACTIVE TS/SCI Clearance
• Experience working with query based, code based or analytical software like Python, Excel, Java, R or Pyspark
• Escalation support experience
• Skills in collaborating across teams to resolve problems and find solutions ideally in a DOD environment
• Excellent writing and communication skills to engage with customers on complex and sensitive topics, you will be handling customer support tickets
• Be able to work independently and autonomously - problem solving skills are critical

Nice to have: Proficiency with Python, Java and Pyspark.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This position requires an active DoD Clearance (Top Secret/SCI)