L1 Help Desk Technician

📋 Description

• Develops a deep understanding of the software platform applications to leverage problem-solving
• Gathers necessary information and responds to customer inquiries through a comment-based ticketing
• Recreates and diagnoses issues reported by the client.
• Triages, tracks, and correctly escalates support requests across client support teams and internal
• Collaborates with product engineers to identify, root cause, and ultimately resolve bugs surfaced
• Identifies and drives forward various support initiatives to improve the effectiveness and

🎯 Requirements

• 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
• Experience providing customer support, preferably on complex software platforms.
• Experience working with analytical software platforms, using large-scale data to solve valuable
• Excellent English writing and communication skills with the ability to skillfully engage with

🎁 Benefits

• M9 Solutions' pay range for this position is a general guideline only and not a guarantee of
• M9 Benefits - https://m9solutions.com/why-join-m9/#our-benefits