Help Desk Analyst - REMOTE

Salesforce • Full-time • Remote (Reston, VA, US) • $39.44k - $67.04k / year • 1m ago

Description

*We are open to supporting 100% remote work anywhere within the continental US.*

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 supports a program within the IRS that provides a grant opportunity for organizations interested in applying for a Low Income Taxpayer Clinic (LITC) matching grant. Low Income Taxpayer Clinics make a tremendous impact on the lives of taxpayers. Especially, for those with the most need. Grants may be awarded for the development, expansion, or continuation of programs providing qualified services to eligible taxpayers. An LITC must provide services for free or for no more than a nominal fee (except for reimbursement of actual costs incurred).

LITCs ensure the fairness and integrity of the tax system for taxpayers by:

Providing pro bono representation to assist low-income taxpayers in resolving tax disputes with the IRS;

Educating taxpayers for whom English is a second language (ESL taxpayers) about their rights and responsibilities as taxpayers; and

Identifying and advocating on issues that impact these taxpayers.

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

#DMX24

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 an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 & AA policy.

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 here: Requesting an Accommodation for the ICF interview process.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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:

$39,435.00 - $67,040.00 Nationwide Remote Office (US99)