Help Desk Support

ICF; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

ICF is seeking a Help Desk Support professional to triage customer issues, support data-services and platform-use requests, and maintain customer records. You will feed insights into improvement backlogs and coordinate escalations across Platform, Data, Governance, and AI/ML teams.

You will collaborate with product, engineering, security, governance, and customer-facing stakeholders to resolve issues, document decisions, and support ongoing platforms adoption in a federal contracting environment.

Qualifications

• Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field; or a high school diploma with four additional years of relevant experience.
• Minimum 3 years of relevant experience in customer support, service desk operations, customer success, or technical support in cloud, data, analytics, or enterprise technology environments.
• Master's degree may substitute for two years of relevant experience.

Responsibilities

• Triages customer issues, supports data-services and platform-use requests, maintains customer support records, tracks recurring pain points, and feeds operational insights into improvement backlogs.
• Coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff.
• Collaborates with product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role.
• Documents work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

Skills

Customer support

Service desk

Stakeholder management

Analytical thinking

Education

Bachelor's degree in Information Systems / related field

High school diploma with 4 years relevant experience substitute

Tools

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Job description

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. The Work At ICF our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal clients. We bring expertise in cloud, cybersecurity, enterprise architecture, data modernization, and digital transformation to support mission-critical government programs. Join a team accelerating the modernization of a large federal agency's enterprise data and analytics ecosystem. This cloud-based platform provides data storage, analytics, governance, and AI/ML capabilities that enable thousands of users to transform data into actionable insights. As demand continues to grow, the team is focused on migrating legacy workloads, streamlining onboarding and support, expanding platform capabilities, and helping organizations across the enterprise adopt modern data and AI solutions at scale. The Help Desk Support role triages customer issues, supports data-services and platform-use requests, maintains customer support records, tracks recurring pain points, and feeds operational insights into improvement backlogs. Helps maintain customer history and status visibility within lifecycle-management processes and coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff. Supports customer satisfaction, support-volume, resolution-trend, and adoption metrics.

Job Location:

Remote, however, strong preference for candidates who live in the Washington DC Metro Area. There will be occasional onsite meetings on the client site in Washington, DC. *If you accept this position, you should note that ICF does monitor employee work locations, blocks access from foreign locations/foreign IP addresses, and prohibits personal VPN connections.

What You Will Do:

Triages customer issues, supports data-services and platform-use requests, maintains customer support records, tracks recurring pain points, and feeds operational insights into improvement backlogs. Helps maintain customer history and status visibility within lifecycle-management processes and coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff. Supports 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 support role delivery. Collaborate with relevant product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role. Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

Basic Qualifications

U.S. Citizenship is required due to federal contract requirements. Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S. Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years. Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field; or a high school diploma with four (4) additional years of relevant experience in lieu of a bachelor's degree. Minimum 3 years of relevant experience aligned to providing customer support, service desk operations, customer success, or technical support in cloud, data, analytics, or enterprise technology environments. Master's degree may substitute for two (2) years of relevant experience.

Preferred Qualifications

Experience triaging customer requests, incidents, questions, access requests, onboarding needs, and operational issues while coordinating timely resolution across multiple support teams. Experience utilizing 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 initiatives. Experience supporting customer onboarding, service enablement, access provisioning, data-service requests, analytics support, or platform adoption activities. 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 within regulated environments. Experience developing support metrics, service-level agreement (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 teams, Governance teams, Product teams, Security teams, and customer stakeholders to resolve issues and improve customer experiences. Strong customer-service, communication, problem-solving, and stakeholder-management skills with the ability to communicate technical concepts to non-technical audiences. Experience supporting Federal government, healthcare, or other highly regulated environments preferred. Experience working in Agile, cross-functional delivery teams.

Professional Skills:

Highly effective analytical, problem-solving, and decision-making capabilities. Excellent written and verbal communication skills, with the ability to work effectively across technical and non-technical audiences. Strong organization, attention to detail, and the ability to prioritize and manage