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 toutilizethe system, collaborate with ICF’s technology team to resolve issuesidentifiedand 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.
- Document, troubleshoot and resolve customer requests via phone, email, ticketing system
Document, troubleshoot and resolve customer requests via phone, email, ticketing system
- Must be able to critically analyze, triage and resolve incidents,problemsand requests
Must be able to critically analyze, triage and resolve incidents,problemsand requests
- Must be able to understand technical end user problems and provide clear andtimelyresolutions
Must be able to understand technical end user problems and provide clear andtimelyresolutions
- Build andutilizedecision trees to evaluate and elevate issues to internal teams
Build andutilizedecision trees to evaluate and elevate issues to internal teams
- Update knowledge base to ensure procedures and known fixes areup-to-date
Update knowledge base to ensure procedures and known fixes areup-to-date
- EnsureSLA’sare met
EnsureSLA’sare met
- Work with operations teams to prepare for releases and createscripts/documentationfor customer support
Work with operations teams to prepare for releases and createscripts/documentationfor customer support
- Gather and supply feedback from customers in a useable format to product teams
Gather and supply feedback from customers in a useable format to product teams
- Report incidents and problems toappropriate teamsand communicate effectively through product management to the customer
Report incidents and problems toappropriate teamsand communicate effectively through product management to the customer
- Assess system and product metrics on a routine basis and produce reports for management
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
Provide training and demos related to new processes or application features
- Develop manual testing scripts, test scenarios, and test scripts
Develop manual testing scripts, test scenarios, and test scripts
- Assistother QA Engineers with functional and regression testing as needed.
Assistother QA Engineers with functional and regression testing as needed.
- 1+years experienceworking in a customer-orientated service role as a service/help desk engineer
1+years experienceworking in a customer-orientated service role as a service/help desk engineer
- US Citizenship isrequired(required by the federal government for this position)
- 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.
US Citizenship isrequired(required by the federal government for this position)
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.
- Must be able to obtain Public Trust clearance
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.
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 Associatedegree, preferred in engineering or IT related field
Bachelors or Associatedegree, preferred in engineering or IT related field
- Experience building and managing dashboards, a plus
Experience building and managing dashboards, a plus
- Experience with Salesforce is a plus
Experience with Salesforce is a plus
- Functional and Regression testing of low code platforms such as Salesforce.com 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
Must be able to manage work across multiple projects, concurrently
- Excellent communication skills
Excellent communication skills
- Track recordof working across multiple teams to resolve issues
Track recordof working across multiple teams to resolve issues
- Able to prioritize work to meet deadlines
Able to prioritize work to meet deadlines
- Adaptable,dependableand independent
Adaptable,dependableand independent
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- 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