[Hiring] Associate Salesforce Help Desk Analyst @IIIIIIUS

Role Description

Join ICF’s IT Modernization Team — Where Innovation Meets Impact

• ICF’s 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, you’ll 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 role supports the United States Treasury Common Services Center – Technology Services (TCSC).

What You’ll Do as a Help Desk Analyst

• Document, troubleshoot and resolve customer requests via phone, email, ticketing system.
• Critically analyze, triage and resolve incidents, problems and requests.
• 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 usable 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.

Qualifications

• 1+ years experience working in a customer-oriented service role as a service/help desk engineer working in a Salesforce or other low-code environment.
• 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.

Requirements

• 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.

Benefits

• Opportunity to work on impactful projects that transform how Federal agencies serve the public.
• Collaborative, innovative environment where your ideas are valued.
• Growth is encouraged, and your work makes a real difference.

Company Description

ICF is a global advisory and technology services provider, combining unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

• We are an equal opportunity employer.
• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.
• We will consider for employment qualified applicants with arrest and conviction records.