Help Desk System Administrator

ICF•Reston, VA

4d•$67,020 - $113,934

About The Position

ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston, VA. ICF’s IT Support Specialists provide mid-level analysis and technical support for the ICF employee user community, including multiple levels of users, management, and technical staff globally. Responsibilities: Provides technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network). Provides end-user software troubleshooting and support. Managing first response to tickets coming into the queue by email and portal. Provides remote desktop support Installs, configures, and upgrades computer hardware and software. Provider Tier III technical support for NICE CXone, Voxco, and related contact center platforms Troubleshoot issues related to voice, IVR, ACD, agent softphones, call routing, recording, surveys, and reporting Support agent desktop environments (softphones, browser-based tools, screen pops) Diagnose call quality issues (latency, jitter, packet loss) in collaboration with network and telecom teams. Answers questions by applying knowledge of computer software, hardware, and procedures. Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Maintains current knowledge of relevant technologies as assigned. Provides technical administrative support using Active Directory, Exchange and Azure. Participates in special projects as required. Working hours will be Monday-Friday from 8:00am to 5:00pm or as agreed upon.

Requirements

Bachelor’s degree
7+ years of IT operations experience, including Tier II/Tier III support in a call center or enterprise support environment.
5+ years of hands-on experience supporting contact center platforms, preferably NICE CXone and/or Voxco.
3+ years of experience with the M365 Cloud Services (OneDrive, SharePoint, Teams, Engage, etc.) required.
3+ years of experience using a formal trouble ticket system such as Microsoft System Center Service Manager, Remedy, or ServiceNow.
3+ years of professional experience troubleshooting Microsoft Windows 10 O/S and Microsoft Office Suite including Outlook and Teams.
3+ years of experience supporting Dell / HP hardware / Mac
3+ years of experience with AI-powered customer service platforms (e.g., Microsoft Copilot, ServiceNow Virtual Agent, Zendesk AI, or similar) and chatbots/virtual agents.
Excellent verbal, interpersonal and written communication skills.
Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
Excellent problem-solving skills, including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.
Strong attention to details.
The ability to work with all levels of internal staff, as well as outside clients and vendors.
Enthusiasm, a passion for teamwork and a ‘can do’ attitude.

Nice To Haves

NICE CXone administration (ACD, IVR, skills, routing, reporting, and recording)
Voxco survey platform support
Answer calls and remote desktop support.
Bomgar a plus but not required.
Contact center telephony concepts (SIP, softphones, screen recording software, digital contact management)
Experience with Microsoft technologies and experience troubleshooting Microsoft Windows 11 and Mac OS.
Multi-Factor Authentication administration
Experience supporting hardware issues.
10+ years of first/second line support experience, within IT operations.
Experience with Active Directory management.
A+ certification, MCP / MCSA certification would be advantageous.
Experience working within an ITIL framework.
Experience with Active Directory, Exchange and Azure.

Responsibilities

Provides technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network).
Provides end-user software troubleshooting and support.
Managing first response to tickets coming into the queue by email and portal.
Provides remote desktop support
Installs, configures, and upgrades computer hardware and software.
Provider Tier III technical support for NICE CXone, Voxco, and related contact center platforms
Troubleshoot issues related to voice, IVR, ACD, agent softphones, call routing, recording, surveys, and reporting
Support agent desktop environments (softphones, browser-based tools, screen pops)
Diagnose call quality issues (latency, jitter, packet loss) in collaboration with network and telecom teams.
Answers questions by applying knowledge of computer software, hardware, and procedures.
Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Maintains current knowledge of relevant technologies as assigned.
Provides technical administrative support using Active Directory, Exchange and Azure.
Participates in special projects as required.