Remote Help Desk Specialist – Data & Analytics Platform

Remote Jobs; Reston (VA); Remote; USD 81,000 - 139,000; Full time

Job summary

ICF is hiring for a Help Desk Support role focused on data services and platform-use requests within a federal modernization context. The candidate will triage issues, maintain records, and coordinate with Platform, Data, Governance, and AI/ML teams to drive improvements in support delivery. Applicants should have U.S.

citizenship, U.S. residence, and 3+ years in customer support or service desk roles; a Bachelor’s degree is required, with a Master’s as substitute for experience.

Qualifications

• U.S. Citizenship is required for federal contract work.
• Residence in the U.S. and authorization to work in the U.S. are required.
• 3+ years of relevant customer support or service desk experience in cloud/data/enterprise tech.
• Master's degree may substitute for two years of experience.

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 satisfaction, adoption metrics, and governance of support processes.
• Collaborates with product, engineering, security, governance, and stakeholder teams.
• Documents work products, decisions, risks, and delivery evidence for traceability.

Skills

CRM service management

Stakeholder communication

Analytical thinking

Problem solving

Cross-functional collaboration

Agile delivery

Education

Bachelor's degree in Information Systems or related field

Master's degree may substitute for 2 years experience

Tools

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Job description

ICF is hiring for a Help Desk Support role focused on data services and platform-use requests within a federal modernization context. The candidate will triage issues, maintain records, and coordinate with Platform, Data, Governance, and AI/ML teams to drive improvements in support delivery. Applicants should have U.S.

citizenship, U.S. residence, and 3+ years in customer support or service desk roles; a Bachelor’s degree is required, with a Master’s as substitute for experience.