Remote Help Desk & Data Platform 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

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.