Help Desk Agent

L1 Help Desk TechInterview: 2-3 Teams CallsLocation: On site in DC, may go to client site in Northern VA sporadicallyClearance: TS/SCIPay Rate: 50hr W2Pre-Submission Questions:- Tell me a little about yourself that isn’t on your resume, and what makes you interested in this role?- Describe your software help desk experience. What were your specific responsibilities?- Please describe any experience you have, be it professional, academic, or casual, in working with query-based, code-based or analytical software (including but not limited to: SQL, Python, Microsoft Excel, Java, R).- What is your experience working with the DoD or government? What were the challenges you helped them overcome?- What are your communication strategies and go-to systems to share information with your internal teammates, internal and external stakeholders?Core ResponsibilitiesDevelop a deep understanding of Foundry applications to effectively resolve user inquiries in an efficient and user-friendly mannerGather necessary information and respond to customer inquiries through a comment-based ticketing systemRecreate and diagnose issues reported by clientsTriage, track, and escalate support requests across internal support teams when necessaryCollaborate with product engineers to identify root causes and resolve bugs surfaced by usersIdentify and drive support initiatives that improve the effectiveness and efficiency of global user support at scaleContribute to core documentation where context or clarity is currently missingWhat We ValueA strong passion for customer support and user enablement, as handling customer support tickets is the core responsibility of this roleExperience providing customer support, preferably on complex software platformsExperience working with analytical software platforms and leveraging large-scale data to solve meaningful business problemsExcellent written and verbal communication skills, with the ability to engage customers on complex or sensitive topicsComfort operating in a fast-paced environment with frequently changing products and support processesAbility to learn continuously, work independently, and make decisions with minimal supervisionStrong organizational skills and attention to detail, including effective prioritization and use of ticketing and tracking systemsBonus: A knack for streamlining and improving support processesA learning and growth mindset with the ability to quickly ramp up on Foundry and project-specific workflowsComfort working in a rapidly changing environment with dynamic objectives and ongoing iteration with users