Secret Helpdesk Technician

Job Description Insight Global is seeking an Tier I Help Desk Technician to support a large-scale enterprise software platform within Palantir Foundry. This individual will serve as the first line of support for user-submitted issues, focusing on ticket triage, issue resolution using established runbooks, and escalation to internal engineering teams when needed. This is a true Level 1 support role with a strong emphasis on communication, responsiveness, and problem-solving, rather than deep technical debugging. The ideal candidate is a quick learner and strong communicator who can navigate a high-visibility support environment, interpret user issues, and drive tickets to resolution or proper escalation.

Key Responsibilities:

•  Triage and respond to incoming support tickets related to Palantir Foundry applications
•  Utilize predefined runbooks, FAQs, and canned responses to resolve common user issues
•  Gather additional context from users to properly scope and route issues
•  Determine next steps for each ticket (resolve, request more info, or escalate)
•  Escalate complex issues to L2/L3 engineering teams as needed
•  Maintain and contribute to internal documentation and runbooks
•  Communicate clearly and professionally with both technical and non-technical users
•  Identify trends, recurring issues, and potential risks from user-reported problems
•  Collaborate with internal teams to ensure timely resolution of escalated issues

Pay Range:

Pay will be hourly and varies by level of experience.

Average Range:

~$23-51/hr. 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/. Skills and Requirements

•  Active DoD Secret Clearance or higher
•  Experience working in a customer-facing or support-oriented role
•  Ability to triage issues, follow structured processes, and manage a ticket queue
•  Demonstrated ability to learn new systems quickly and operate in a fast-paced environment
•  Ability to interpret user issues and determine appropriate next steps (resolve vs escalate)
•  Strong problem-solving mindset with a "figure it out" mentality
•  Strong written and verbal communication skills (critical for success in this role)
•  Prior experience in help desk, application support, or SaaS support environments
•  Exposure to Palantir Foundry or similar enterprise data platforms
•  Familiarity with data concepts (datasets, pipelines, transformations)
•  Basic exposure to Python, TypeScript, or other programming languages
•  Experience supporting technical users (analysts, engineers, etc.)
•  Experience working with ticketing systems, knowledge bases, or runbooks