[Hiring] Help Desk Specialist @ICF

Role Description

This role is contingent upon a contract award. ICF is seeking a Help Desk Specialist to support an enterprise Salesforce services environment for a federal health client. This role will focus on user support, issue intake, troubleshooting, escalation coordination, stakeholder communications, knowledge base maintenance, and support for release and training activities.

The ideal candidate has experience supporting business users in a structured help desk or application support environment. This role requires clear communication, disciplined ticket management, sound troubleshooting skills, and the ability to coordinate with technical, functional, security, and operations teams to resolve user issues.

This work supports an enterprise Salesforce environment that includes shared platform services, application support, stakeholder onboarding, release communications, user guidance, incident support, and ongoing operations. The Help Desk Specialist will help maintain service quality by:

• Acknowledging requests
• Coordinating escalations
• Communicating status
• Documenting recurring issues and resolutions

Job Location: This position is remote within the United States. Please note that ICF monitors employee work locations, restricts access from foreign locations and IP addresses, and prohibits the use of personal VPN connections.

What You’ll Be Doing

• Provide first-line support for users of Salesforce applications, shared platform services, and related enterprise capabilities.
• Receive, document, triage, troubleshoot, and track help desk requests, incidents, service requests, and user questions.
• Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams as needed.
• Communicate request status, next steps, known issues, release impacts, outage information, and resolution updates to users and stakeholders.
• Support troubleshooting for access issues, application questions, workflow issues, data issues, configuration questions, and common user errors.
• Document recurring issues, resolutions, workarounds, escalation paths, and support procedures in standard operating procedures and knowledge base articles.
• Support release communications, user group communications, training session logistics, and stakeholder notices related to platform changes.
• Assist with user onboarding and access support in coordination with identity management, role approval, and application support processes.
• Track support trends, recurring pain points, and user feedback to help identify opportunities for service improvement.
• Support defect documentation by capturing clear issue descriptions, screenshots, user impact, replication steps, and related ticket details.
• Work within formal support, privacy, security, Section 508, documentation, and escalation expectations for a regulated federal environment.

Qualifications

• Bachelor’s degree
• 2+ years of experience providing help desk, service desk, application support, customer support, or technical support services.
• Ability to obtain and maintain a federal public trust clearance or equivalent client-required background investigation.
• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US.
• Must have lived in the US 3 full years out of the last 5 years.

Preferred Qualifications

• 1+ year of experience documenting, triaging, tracking, and resolving incidents, service requests, user questions, or production support tickets.
• 1+ year of experience developing or maintaining knowledge base articles, standard operating procedures, user guidance, troubleshooting steps, or support documentation.
• 1+ year of experience coordinating escalations across technical, functional, operations, or vendor support teams.
• 1+ year of experience using ticketing, collaboration, or knowledge management tools.
• 1+ year of experience supporting SaaS applications, CRM platforms, Salesforce applications, low-code/no-code platforms, or enterprise business applications.
• Experience supporting Salesforce users, Salesforce applications, or CRM-based service environments.
• Experience supporting help desk operations in federal, healthcare, financial services, or other regulated environments.
• Experience with access support, role-based permissions, identity management, or user onboarding processes.
• Experience supporting release communications, outage communications, training communications, or stakeholder notices.
• Experience documenting defects, user impacts, replication steps, screenshots, and escalation notes for technical teams.
• Experience supporting Section 508, privacy, security, audit, or formal change control expectations.

Pay Range

The pay range for this position based on full-time employment is: $67,355.00 - $114,503.00.