Top Secret Desktop Support (FSR)

Insight Global is hiring for a User Support Representative with an active Top Secret SCI Clearance to support a growing Software and Data Analytics company in Washington DC. This person will support various joint-staff customers providing Deskside Support

Core Responsibilities
Provide desk-side training to analysts and users in a classroom, deskside and operational setting. Respond to user requests and work with the Prime's engineering team to troubleshoot issues and provide feedback to the product engineering team. Attend and provide assistance during briefings with senior leaders (inclusive of the possibility of occasional Saturday morning briefings). Identify valuable workflows for analysts and gain an understanding of their specific needs and how that can translate to Prime's products.

Operational Activities:
- User support and onboarding: Actively engage with users, ensure product adoption and provide deskside support.
- Conduct regular group training sessions; coordinate with government Points of Contact (POCs) for scheduling.

Triage a wide range of issues, including:
- Workshop configuration
- Troubleshooting
- Building custom ontology objects
- Assisting with pipeline builder queries
- Supporting AIP (Artificial Intelligence Platform) applications


Pay Range: ~$80-110k annually. Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- Active TS/SCI eligible security clearance
- Prior experience with Palantir Gaia and Foundry and experience with troubleshooting and triage, such as: debugging capabilities, workshop facilitation, pipeline builder, AIP, code repositories
- Ability and willingness to work onsite with customers in their facilities including regular weekend work
- Demonstrated experience working with military leaders, including joint operations and briefing high-ranking military officials
- Ability to travel domestically 25% of the time if needed

- Prior user training experience
- Experience fusing intelligence capabilities in support of operations
- Technical background with working knowledge of HTML, Ruby, Python and/or Java, as well hardware, networks, and server administration
- Strong communication skills with the ability to break down, explain, and demonstrate complex concepts in an easy-to-understand manner

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.