Join ICF’s IT Modernization Team — Where Innovation Meets Impact
Location:
*Candidates residing within a 50-mile radius of Washington, DC, will be required to report on-site daily to a federal agency office in the DC area. Candidates who reside outside the 50-mile radius will be considered full-time remote and will not be required to report on site daily *
ICF’s IT Modernization division is a fast-growing, dynamic technology organization. We are seeking a motivated Help Desk Analyst to support a portfolio of Salesforce projects with our federal customer. As part of our award-winning team, you’ll 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 role supports the United States Treasury Common Services Center – Technology Services (TCSC).
What You’ll Do as a Help Desk Analyst
Document, troubleshoot, and resolve customer requests via phone, email, and 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 the 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 usable format to product teams.
Report incidents and problems to the 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.
Help Desk Analyst – Qualifications
Basic Qualifications
1+ year experience working in a customer-oriented service role as a service/help desk engineer
1+ year experience with Salesforce
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
Bachelor's or Associate degree, preferred in an 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
Why Join ICF
At ICF, you’ll have the opportunity to work on impactful projects that transform how Federal agencies serve the public. We foster a collaborative, innovative environment where your ideas are valued, your growth is encouraged, and your work makes a real difference.
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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 a workplace that allows everyone to thrive. We are an equal opportunity employer. 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 policy.
We will consider for employment qualified applicants with arrest and conviction records.
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 Candidateaccommodation@icf.com 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 or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
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:
$67,020.00 - $113,934.00Nationwide Remote Office (US99)