L1 Help Desk Technician (TS/SCI) – Federal Support

M9 Solutions LLC.; Washington (District of Columbia); On-site; USD 150,000 - 170,000; Full time

Job summary

M9 Solutions LLC is seeking an L1 Help Desk Technician to support a government contract on-site in Washington, DC. The role requires an active TS/SCI clearance and US citizenship to provide secure IT help desk services.

Responsibilities include resolving user inquiries, triaging tickets, reproducing issues, and collaborating with product engineers to address bugs. Candidates should be customer-focused, detail-oriented, and able to learn quickly in a dynamic environment.

Qualifications

• Active TS/SCI clearance required.

Responsibilities

• Understand software platforms to resolve user inquiries efficiently.
• Handle tickets via a comment-based system.
• Diagnose and reproduce issues reported by users.
• Triages, tracks, and escalate requests to appropriate teams.
• Collaborate with product engineers to identify root causes and resolve bugs.
• Drive initiatives to improve support efficiency for scalable Foundry user support.
• Contribute to core documentation where context is missing.

Skills

TS/SCI clearance

U.S. citizenship

customer support

analytical software platforms

English writing & communication

fast-paced environment

independent learning

organization & prioritization

documentation

platform ramp-up

growth mindset

team collaboration

Python

PySpark

Tools

Python

PySpark

Job description

M9 Solutions LLC is seeking an L1 Help Desk Technician to support a government contract on-site in Washington, DC. The role requires an active TS/SCI clearance and US citizenship to provide secure IT help desk services.

Responsibilities include resolving user inquiries, triaging tickets, reproducing issues, and collaborating with product engineers to address bugs. Candidates should be customer-focused, detail-oriented, and able to learn quickly in a dynamic environment.