Address
Form of workBarbaricum is a rapidly growing government contractor providing leading-edge support to federal customers, with a particular focus on Defense and National Security mission sets. We leverage more than 15 years of support to stakeholders across the federal government, with established and growing capabilities across Intelligence, Analytics, Engineering, Mission Support, and Communications disciplines. Founded in 2008, our mission is to transform the way our customers approach constantly changing and complex problem sets by bringing to bear the latest in technology and the highest caliber of talent.
Headquartered in Washington, DC's historic Dupont Circle neighborhood, Barbaricum also has a corporate presence in Tampa, FL and Dayton, OH, with team members across the United States and around the world. As a leader in our space, we partner with firms in the private sector, academic institutions, and industry associations with a goal of continually building our expertise and capabilities for the benefit of our employees and the customers we support. Through all of this, we have built a vibrant corporate culture diverse in expertise and perspectives with a focus on collaboration and innovation. Our teams are at the frontier of the Nation's most complex and rewarding challenges. Join us.
Barbaricum is seeking a Help Desk Technician to provide support to users of Palantir products and platforms. Help Desk Technicians are the first to respond to requests for support and leverage this hands-on experience to build a history of support trends for the Palantir team to prioritize. Individuals with a passion for user enablement and success cultivating relationships within customer organizations are particularly successful in this role. Technicians use 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 Palantir engineers to shape the continued evolution of the Palantir platform.
Responsibilities
- Develop a deep understanding of Palantir applications in order to 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.
- Re-create and diagnose issues reported by the client.
- Triage, track, and correctly escalate support requests across the Palantir 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 user support at growing scale.
- Make contributions to core documentation where context is currently missing.
Qualifications
- Active DoD TS/SCI Clearance
- Experience providing customer support, specifically in the DoD space, preferably on complex software platforms
- Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in the DoD space
- 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 Palantir and project-specific workflows
- Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users
Additional Information
For more information about Barbaricum, please visit our website at www.barbaricum.com . We will contact candidates directly to schedule interviews. No phone calls please.
Apply for this job
