*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 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.
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
1+ year 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.
Bachelors or Associate degree, preferred in engineering or IT related field
Experience building and managing dashboards, a plus
Experience with Salesforce 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
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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
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 non-discrimination:
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Pay Transparency Statement.
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: