Help Desk Analyst - Remote

*We are open to supporting 100% remote work anywhere within the continental US.*

ICF's Digital Modernization Division is a rapidly growing, entrepreneurial, technology-driven department. We are seeking a motivated Help Desk Analyst to support a portfolio of Salesforce projects with our federal customer.

The Work

The Help Desk Analyst will work directly with customers to troubleshoot application issues, provide guidance on how to utilize the system, collaborate with ICF's technology team to resolve issues identified and document new requirements when needed.

Responsibilities:

• Document, troubleshoot and resolve customer requests via phone, email, ticketing system
• Must be able to critically analyze, triage and resolve incidents, problems and requests
• Must be able to understand technical end user problems and provide clear and timely resolutions
• Build and utilize decision trees to evaluate and elevate issues to internal teams
• Update knowledge base to ensure procedures and known fixes are up-to-date

• Ensure SLA's are met
• Work with operations teams to prepare for releases and create scripts/documentation for customer support
• Gather and supply feedback from customers in a useable format to product teams
• Report incidents and problems to appropriate teams and communicate effectively through product management to the customer
• Assess system and product metrics on a routine basis and produce reports for management

• Provide training and demos related to new processes or application features
• Develop manual testing scripts, test scenarios, and test scripts
• Assist other QA Engineers with functional and regression testing as needed.

Basic Qualifications:

• 1+ years experience working in a customer-orientated service role as a service/help desk engineer
• US Citizenship is required (required by the federal government for this position)
• Must be able to obtain Public Trust clearance
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred qualifications:

• Bachelors or Associate degree, preferred in engineering or IT related field
• Experience building and managing dashboards, a plus
• Experience with Salesforce is a plus

• Functional and Regression testing of low code platforms such as Salesforce.com is a plus
• Must be able to manage work across multiple projects, concurrently
• Excellent communication skills
• Track record of working across multiple teams to resolve issues
• Able to prioritize work to meet deadlines

• Adaptable, dependable and independent

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:

$39,435.00 - $67,040.00

Nationwide Remote Office (US99)