TS/SCI Help Desk Technician - Frontline IT Support

m9solutions; Washington (District of Columbia); On-site; USD 100,000 - 115,000; Full time

Job summary

M9 Solutions is seeking an L1 Help Desk Technician to support a government contract on-site in Washington, DC. An active TS/SCI clearance and U.S. citizenship are required.

You will handle customer support tickets for complex software platforms, troubleshoot issues, and collaborate with engineers to resolve problems. The role emphasizes strong communication, rapid learning, and the ability to operate in a fast-paced federal environment.

Qualifications

• Active TS/SCI security clearance is required.
• U.S. citizenship is required for this role.
• Experience providing customer support, preferably on complex software platforms.
• Experience working with analytical software platforms and large-scale data.
• Excellent English writing and communication skills.

Responsibilities

• Develops understanding of software platform applications to resolve user inquiries efficiently.
• Gathers information and responds to inquiries through a comment-based ticketing system.
• Recreates and diagnoses issues reported by the client.
• Triages, tracks, and escalates support requests across teams when necessary.
• Collaborates with product engineers to identify root causes and resolve bugs.
• Identifies and drives improvements to support processes for scale.
• Contributes to core documentation.

Skills

TS/SCI clearance

U.S. citizenship

Customer support

Analytical software experience

Effective communication

Tools

Python

PySpark

Job description

M9 Solutions is seeking an L1 Help Desk Technician to support a government contract on-site in Washington, DC. An active TS/SCI clearance and U.S. citizenship are required.

You will handle customer support tickets for complex software platforms, troubleshoot issues, and collaborate with engineers to resolve problems. The role emphasizes strong communication, rapid learning, and the ability to operate in a fast-paced federal environment.