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:
- 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)
- 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 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