Remote Help Desk & Data Platform Support

ICF; Montgomery (AL); Remote; USD 81,000 - 139,000; Full time

Job summary

ICF is seeking a Help Desk Support professional to join a federal-focused Digital Modernization team. The role centers on triaging issues, supporting data-services, and monitoring customer histories to drive continuous improvement.

This remote position prefers candidates in the Washington DC Metro Area with occasional client-site meetings in Washington, DC. U.S. citizenship and security clearance readiness are required.

Qualifications

• Must be a U.S. citizen and authorized to work in the U.S.
• Minimum 3 years in customer support, service desk, or technical support in cloud/data/enterprise tech environments.
• Bachelor's degree or equivalent experience; master’s may substitute for 2 years.

Responsibilities

• Triages customer issues and supports data-services and platform-use requests.
• Maintains customer support records and tracks recurring pain points.
• Coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff.
• Supports customer satisfaction metrics, adoption, and trend reporting.
• Collaborates with product, engineering, security, governance, and customer stakeholders.
• Documents work products, decisions, risks, and delivery evidence.

Skills

Citizenship

US work authorization

Customer support (cloud/data)

Education

Bachelor's degree in Information Systems / CS / Data Analytics / related field

High school diploma + 4 years relevant experience

Tools

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Job description

ICF is seeking a Help Desk Support professional to join a federal-focused Digital Modernization team. The role centers on triaging issues, supporting data-services, and monitoring customer histories to drive continuous improvement.

This remote position prefers candidates in the Washington DC Metro Area with occasional client-site meetings in Washington, DC. U.S. citizenship and security clearance readiness are required.