Remote Help Desk – Data Platform Support (Federal)

ICF International; Reston (VA); A distancia; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

ICF is seeking a Help Desk Support professional to triage customer issues and support data-services and platform-use requests for a federal contract. The role requires collaboration with Platform, Data, Governance, AI/ML, and Enablement teams, and it allows remote work with occasional on-site client meetings in the Washington DC area.

Candidates must meet US citizenship and experience criteria. The position emphasizes documentation of work, metrics tracking, and continuous improvement, with

Formación

• US citizenship required for federal contract.
• Authorized to work in the United States.
• Three years of customer support or service desk experience in cloud, data, or enterprise technology environments.
• Bachelor's degree or equivalent experience; master's may substitute for two years.
• Willingness to work remotely with occasional in-person meetings in the DC area.

Responsabilidades

• Triages customer issues and supports data-services requests.
• Maintains customer support records and tracks recurring pain points.
• Coordinates escalations to Platform, Data, Governance, AI/ML, and Enablement staff.
• Monitors customer satisfaction, support volume, resolution trends, and adoption metrics.
• Documents decisions, risks, and delivery evidence for traceability.
• Collaborates with product, engineering, security, governance, and stakeholders as required.

Conocimientos

Customer support

Service desk

Data analytics

Cloud experience

Educación

Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field

High school diploma with four years relevant experience

Herramientas

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Descripción del empleo

ICF is seeking a Help Desk Support professional to triage customer issues and support data-services and platform-use requests for a federal contract. The role requires collaboration with Platform, Data, Governance, AI/ML, and Enablement teams, and it allows remote work with occasional on-site client meetings in the Washington DC area.

Candidates must meet US citizenship and experience criteria. The position emphasizes documentation of work, metrics tracking, and continuous improvement, with