*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.
This project is supporting the Coronavirus Aid, Relief, and Economic Security (CARES) Act (2020) and the Coronavirus Response and Consolidated Appropriations Act (2021) provided fast and direct economic assistance for American workers, families, small businesses, and industries.
The CARES Act implemented a variety of programs to address issues related to the onset of the COVID-19 pandemic. The Consolidated Appropriations Act continued many of these programs by adding new phases, new allocations, and new guidance to address issues related to the continuation of the COVID-19 pandemic.
Responsibilities:
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Document, troubleshoot and resolve customer requests via phone, email, ticketing system
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Must be able to critically analyze, triage and resolve incidents, problems and requests
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Must be able to understand technical end user problems and provide clear and timely resolutions
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Build and utilize decision trees to evaluate and elevate issues to internal teams
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Update knowledge base to ensure procedures and known fixes are up-to-date
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Ensure SLA’s are met
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Work with operations teams to prepare for releases and create scripts/documentation for customer support
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Gather and supply feedback from customers in a useable format to product teams
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Report incidents and problems to appropriate teams and communicate effectively through product management to the customer
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Assess system and product metrics on a routine basis and produce reports for management
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Provide training and demos related to new processes or application features
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Develop manual testing scripts, test scenarios, and test scripts
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Assist other QA Engineers with functional and regression testing as needed.
Basic Qualifications:
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1+ years experience working in a customer-orientated service role as a service/help desk engineer
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US Citizenship is required (required by the federal government for this position)
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1 or more years of demonstrable experience in various types of diagnoses and resolutions, troubleshooting, including front-end, regression testing on web-based or CRM applications.
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Must be able to obtain Public Trust clearance
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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:
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Bachelors or Associate degree, preferred in engineering or IT related field
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Experience building and managing dashboards, a plus
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Experience with Salesforce is a plus
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Functional and Regression testing of low code platforms such as Salesforce.com is a plus
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Must be able to manage work across multiple projects, concurrently
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Excellent communication skills
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Track record of working across multiple teams to resolve issues
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Able to prioritize work to meet deadlines
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Adaptable, dependable and independent
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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 here: Requesting an Accommodation for the ICF interview process.
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 based on full-time employment is:
$52,488.00 - $89,230.00
Nationwide Remote Office (US99)
Top Skills
What We Do
ICF is a global advisory and technology services company with approximately 9,000 employees in industries across the public and private sectors. For over 50 years, we’ve been helping clients take on some of the world’s most complex challenges to produce exceptional results. Our work is the catalyst to help shape the future for all.
Beyond our purpose-driven work, we invest in our employees and their experience with us. We have numerous options for healthcare and many additional benefits, including immediate access to 401k retirement matching and pet insurance. Our Employee Community Networks help members find support, belonging, and growth by enhancing internal networks and professional development. We offer paid volunteer time and match your donations. As learning is a never-ending journey, we offer tuition reimbursement, mentorship programs, communities of practice to contribute to and grow from, and memberships to LinkedIn Learning and Coursera. We aim to consider every aspect of how to invest in people so they can belong, grow, and thrive with us.
Why Work With Us
At ICF, we are a purpose-driven company with a strong culture and underlying values that prize diversity, opportunity, equality, and respect. We are not all the same. And that has always been our greatest strength. We are at our best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do th
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