Help Desk Support

ICF • Reston, AL

2d • $81,499 - $138,549 • Remote

About The Position

The Help Desk Support role supports a cloud-based federal data and analytics platform used across a large federal agency. The position triages customer issues and supports requests related to data services and platform use. It maintains customer support records, identifies recurring pain points, and provides operational insights for improvement backlogs. The role also helps keep customer histories and status visible in lifecycle-management processes, coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff, and supports customer satisfaction, support-volume, resolution-trend, and adoption metrics.

The position is remote, with a preference for candidates in the Washington, DC Metro Area. Occasional onsite meetings at the client site in Washington, DC are expected. The role is contingent upon a contract award; interviews and offers are being conducted in anticipation of that award. Work must be performed in the United States. ICF monitors employee work locations, blocks access from foreign locations or IP addresses, and prohibits personal VPN connections.

Requirements

• U.S. citizenship is required due to federal contract requirements.
• Must reside in the U.S., be authorized to work in the U.S., and perform all work in the U.S.
• Must have lived in the U.S. for three full years out of the last five years.
• Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or a related field; alternatively, a high school diploma plus four additional years of relevant experience may substitute for the bachelor's degree.
• At least 3 years of relevant experience in customer support, service desk operations, customer success, or technical support in cloud, data, analytics, or enterprise technology environments.
• A master's degree may substitute for two years of relevant experience.
• Highly effective analytical, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills and ability to work effectively with technical and non-technical audiences.
• Strong organization, attention to detail, and ability to prioritize and manage multiple responsibilities.
• Collaborative approach and commitment to quality, accountability, and continuous improvement.

Nice To Haves

• Experience triaging customer requests, incidents, questions, access requests, onboarding needs, and operational issues while coordinating resolution across multiple support teams.
• Experience with CRM, ticketing, case management, or service management platforms such as ServiceNow, Salesforce, Microsoft Dynamics, or Jira Service Management.
• Experience maintaining customer records, support histories, knowledge articles, service requests, and lifecycle-management data.
• Experience analyzing support trends, recurring issues, customer feedback, adoption barriers, and operational pain points to inform continuous improvement.
• Experience supporting customer onboarding, service enablement, access provisioning, data-service requests, analytics support, or platform adoption.
• Familiarity with cloud-based analytics and data platforms such as Databricks, Azure, Power BI, or Azure Data Factory.
• Understanding of data governance, data stewardship, access management, and security processes in regulated environments.
• Experience developing support metrics, SLA reporting, customer satisfaction reporting, resolution tracking, and operational dashboards.
• Experience creating and maintaining user guides, FAQs, support documentation, training materials, and knowledge-base content.
• Experience collaborating with Platform Engineering, Data Engineering, AI/ML, Governance, Product, Security, and customer stakeholders to resolve issues and improve customer experiences.
• Strong customer-service, communication, problem-solving, and stakeholder-management skills, including the ability to explain technical concepts to non-technical audiences.
• Experience supporting Federal government, healthcare, or other highly regulated environments.
• Experience working in Agile, cross-functional delivery teams.

Responsibilities

• Triage customer issues and support data-services and platform-use requests.
• Maintain customer support records and track recurring pain points.
• Feed operational insights into improvement backlogs.
• Maintain customer history and status visibility within lifecycle-management processes.
• Coordinate escalations to Platform, Data, Governance, AI/ML, and Enablement staff.
• Support customer satisfaction, support-volume, resolution-trend, and adoption metrics.
• Use customer-support triage, data-services support, CRM/service desk tools, issue trend analysis, stakeholder communication, analytics workflows, and escalation management to deliver the role.
• Collaborate with product, engineering, security, governance, quality, and customer-facing stakeholders as required.
• Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level