Level 2 Help Desk Technician

Level 2 Help Desk Technician

On-Site: Washington, DC

Minimum Secret Clearance with U.S. Citizenship required

PVM, Inc. is seeking a highly skilled and motivated Level 2 Help Desk Technician to join our team. In this role, you will leverage your technical expertise and problem-solving abilities to support Palantir Foundry users in integrating data, building applications, and solving complex problems. As a customer advocate, you will collaborate with product engineers, implementation teams, and support engineers to ensure inquiries are resolved quickly and effectively, while also driving improvements to the platform by synthesizing user feedback into actionable feature requests. 

Responsibilities

• Provide technical support to Foundry Data Engineers and end users.
• Troubleshoot user inquiries by leveraging strong problem-solving skills within a complex, evolving software environment.
• Support data integration efforts and create user-facing applications to meet mission needs.
• Collaborate with product engineers to identify, root cause, and resolve software issues.
• Identify trends in user support inquiries and provide feedback to engineering teams for platform improvements.
• Contribute to user documentation and knowledge-sharing resources.
• Support initiatives that improve the efficiency and effectiveness of user support at scale.

Requirements

• Active Secret Clearance (minimum).
• Proficiency with Python and PySpark.
• B.S. or M.S. degree in Computer Science or equivalent experience.
• Strong organizational skills with attention to detail, prioritization, and task management.
• Excellent English writing and communication skills, with the ability to clearly engage customers on complex issues.
• Ability to work independently in a fast-paced environment and quickly adapt to changing workflows.
• Prior experience providing customer support for complex software platforms.

Tools / Technical Skills

• Proficiency with Python and PySpark.
• Nice-to-have experience with SQL, Java, TypeScript/JavaScript, or similar.
• Understanding of APIs and RESTful endpoints.
• Familiarity with development best practices (branching, testing, version control).
• Experience working with analytical platforms and large-scale data systems.

Why PVM?

At PVM, we mean it when we say we value diversity. As a PVM team member, you will work with people from all different backgrounds that are passionate about the problems we solve for our customers and are focused on delivering value for our clients. Our culture encourages problem solving, leadership, and innovation, and creates an environment that will support your professional and personal growth. Here are a few highlights of the advantages of being a part of the PVM community:

• Opportunities for growth and advancement
• Tuition/Training reimbursement
• Peer bonus program
• Remote and on-site positions available
• Unlimited PTO
• Flexible work schedule

PVM delivers digital services that help government agencies unlock the power of their data for good and maximize the value of their technology investments. We design, develop, and deploy solutions to solve mission-critical problems. PVM is a black- and service-disabled veteran-owned small business and was founded by a retired Naval officer out of frustration with the status quo with one goal in mind: to help his fellow Shipmates solve the problems they were facing every day. Today, we continue to be driven by that same goal and are focused on taking on our clients’ missions as our own to make a difference in the communities we serve.

PVM believes in equal opportunity employment. We won't discriminate against any employee or applicant based on race, gender, nationality, age, religion, disability, military status, or sexual orientation. As a company and as individuals, we're committed to providing an inclusive and welcoming environment for our team, our family members, and our clients.