Help Desk Technician

LMI is a consultancy dedicated to powering a future-ready, high-performing government, drawing from expertise in digital and analytic solutions, logistics, and management advisory services. We deliver integrated capabilities that incorporate emerging technologies and are tailored to customers’ unique mission needs, backed by objective research and data analysis. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies. 

This position is remote but may require travel to a client site in Washington, DC (Georgetown). US citizenship & minimum of Secret-level US security clearance required.

Help Desk Technicians use their technical and problem-solving skills to enable users across all customers to succeed in integrating their data to facilitate applications that help their organizations make better decisions. They 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 customer platform.

• Provide technical support to Data Engineers working in the customer platform
• Develop a deep understanding of platform applications, so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way
• 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

• 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
• B.S. or M.S degree in Computer Science or equivalent subject area
• Required to have proficiency with Python and Pyspark
• Nice to have proficiency with SQL, Java, TypeScript/JavaScript, or similar
• Understanding of APIs and RESTful endpoints
• Understanding of development best practices (such as branching, testing, etc.)
• 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 platform and project-specific workflows
• Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users
• US citizenship & minimum of Secret-level US security clearance required