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
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
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: