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# L1 Help Desk Technician

- **Company:** M9 Solutions
- **Location:** Washington, DC, United States
- **Salary:** $100,000.0 - $115,000.0
- **Contract:** Permanent contract
- **Skills:** Computing Platforms, Big Data, Issue Tracking Systems, Python (Programming Language), Pyspark
- **Published:** October 15, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9242300/l1-help-desk-technician

## About the Role

* 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.

## Description

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.