Description
Help Desk Technicians use their problem-solving skills to be the first to respond to support requests from users of our software platform and to help enable them to work efficiently using in-house products. They have a passion for user enablement, are advocates for our customers' success and collaborate with product engineers, implementation teams, and other support engineers to ensure users' inquiries are resolved as effectively and quickly as possible. They're comfortable using their problem-solving skills to find solutions to novel problems within a complex, rapidly evolving software product, rather than relying on copying and pasting precedent from previous answers. Importantly, they're responsible not only for assisting users but also for synthesizing the key trends they're observing in the field into feature requests to partner with engineers to shape the continued evolution of the in-house platform.
Core Responsibilities
Develop a deep understanding of Foundry applications, so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way
Gather necessary information and respond to customer inquiries through a comment-based ticketing system
Recreate and diagnose issues reported by the client
Triage, track, and correctly escalate support requests across client support teams and team when necessary
Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users
Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global Foundry user support at growing scale
Make contributions to core documentation where context is currently missing
What We Value
A passion for customer support and enablement - this will be key to success, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets
Experience providing customer support, preferably on complex software platforms
Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area
Excellent English writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics
Ability to operate in a fast-paced environment, where the product and support processes are often changing
Ability to continuously learn and work independently, making decisions with minimal supervision
Strong organizational skills and attention to detail through effective prioritization strategies and the use of task ticketing and tracking systems. Bonus: knack for streamlining and improving support processes.
Learning and growth mindset: ability and willingness to quickly ramp up on Foundry and project-specific workflows
Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users
Nice to have: proficiency with Python and Pyspark.
What We Require
(As required by U.S. Government contract) TS/SCI clearance eligibility
Skills
Help desk support, Troubleshooting, Customer service, Windows, Support, Help desk, Service desk
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Washington, DC.
Pay and Benefits
The pay range for this position is $38.00 - $42.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Washington,DC.
Application Deadline
This position is anticipated to close on Aug 10, 2026.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 101054TS
- Position Id: JP-006193872
- Posted 20 hours ago
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