IT Support Analyst with Security Clearance

The Role
Help Desk Technicians are the first line of support for users of a complex software platform. They use strong problem‑solving skills to respond to support requests, help users work efficiently, and ensure issues are resolved quickly and effectively. This role emphasizes user enablement, customer advocacy, and close collaboration with engineering and implementation teams. Technicians are expected to troubleshoot novel issues in a rapidly evolving product environment, not just rely on predefined answers.

In addition to resolving support requests, they also identify trends and recurring issues and translate those insights into actionable feedback to help improve the platform over time.

Core Responsibilities Develop a deep understanding of the platform’s applications to resolve user inquiries efficiently and effectively
Gather required information and respond to customer requests through a ticket‑based support system
Reproduce, diagnose, and troubleshoot issues reported by users
Triage, track, and escalate support requests across internal teams as needed
Collaborate with engineers to identify root causes and resolve bugs discovered by users
Drive support initiatives to improve effectiveness and scalability of user support
Contribute to documentation where gaps or missing context exist What We’re Looking For Strong passion for customer support and user enablement
Experience providing customer support, ideally for complex software platforms
Experience working with analytical or data‑driven software solutions
Excellent written and verbal communication skills, especially when handling complex or sensitive issues
Ability to work in a fast‑paced environment with evolving products and processes
Strong problem‑solving skills and ability to work independently with minimal supervision
Excellent organizational skills with experience using ticketing, tracking, and prioritization systems
Continuous learning mindset and ability to ramp up quickly on new tools and workflows
Comfortable operating in a dynamic environment with shifting priorities and user feedback Nice to Have Familiarity with Python and/or PySpark