Associate Salesforce Help Desk Public Trust at ICF

Join ICFs IT Modernization Team Where Innovation Meets ImpactLocation:*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 *ICFs 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 youll work directly with customers to troubleshoot application issues provide guidance on how to utilize the system collaborate with ICFs 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 Youll Do as a Help Desk AnalystDocument 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 SLAs 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 QualificationsBasic Qualifications1 year experience working in a customer-oriented service role as a service/help desk engineer1 year experience with SalesforceUS Citizenship is required (required by the federal government for this position)Must be able to obtain Public Trust clearanceMUST 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 applyPreferred QualificationsBachelors or Associate degree preferred in an engineering or IT-related fieldExperience building and managing dashboards a plusExperience with Salesforce is a plusFunctional and Regression testing of low-code platforms such as is a plusMust be able to manage work across multiple projects concurrentlyExcellent communication skillsTrack record of working across multiple teams to resolve issuesAble to prioritize work to meet deadlinesAdaptable dependable and independentWhy Join ICFAt ICF youll 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.#DMX24#icfsalesforce#Indeed#LI-CC1#Clearance#yru24Working at ICFICF is a global advisory and technology services provider but were 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 worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.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 withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.Candidate AI Usage PolicyAt 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 orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe 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:$67020.00 - $113934.00Nationwide Remote Office (US99)Required Experience:IC Key Skills user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 67020 - 113934