Help Desk Support

ICF • Reston, VA

1d • Remote

About The Position

ICF’s Digital Modernization Division is an information technology and management consulting organization that delivers integrated strategic solutions to federal clients. The Help Desk Support role supports a cloud-based enterprise data and analytics platform for a large federal agency. The platform provides data storage, analytics, governance, and AI/ML capabilities to thousands of users. The team is migrating legacy workloads, streamlining onboarding and support, expanding platform capabilities, and supporting adoption of modern data and AI solutions.

The role triages customer issues and supports data-services and platform-use requests. It maintains customer support records and lifecycle-management visibility, tracks recurring pain points, coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff, and provides operational insights for improvement backlogs. It also supports customer satisfaction, support-volume, resolution-trend, and adoption metrics.

The position is remote, with a strong preference for candidates in the Washington, DC metro area. Occasional onsite meetings at the client site in Washington, DC are expected. ICF monitors employee work locations, blocks access from foreign locations or foreign IP addresses, and prohibits personal VPN connections. The position is contingent upon a contract award; ICF is interviewing and extending offers in anticipation of the award.

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.
• Strong customer-service, communication, problem-solving, and stakeholder-management skills, including the ability to communicate technical concepts to non-technical audiences.
• Highly effective analytical, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills across 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.
• Must submit the application directly; third-party-submitted applications may be excluded from consideration.
• Must be authorized to work in the United States; the position is not eligible for new H-1B visa sponsorship by ICF.

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, Jira Service Management, or similar tools.
• 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, Azure Data Factory, or similar enterprise technology environments.
• 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.
• 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, customer history, and status visibility within lifecycle-management processes.
• Track recurring pain points and contribute operational insights to improvement backlogs.
• Coordinate escalations to Platform, Data, Governance, AI/ML, and Enablement staff.
• Support customer satisfaction, support-volume, resolution-trend, and adoption metrics.
• Apply customer support triage, data-services support, CRM/service desk tools, issue trend analysis, stakeholder communication, analytics workflows, and escalation management to the role.
• Collaborate with relevant 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: Mid Level