Remote Help Desk Specialist - Data & Platform Support

ICF; Charlotte (NC); Remote; USD 81,000 - 139,000; Full time

Job summary

ICF is seeking a Remote Help Desk Support professional to triage customer issues, support data services, maintain records, and feed insights into backlogs. The role collaborates with Platform, Data, Governance, AI/ML, and Enablement staff to ensure timely resolutions and measurable adoption metrics.

Qualified candidates must be a U.S. citizen, reside in the U.S., and have a Bachelor's degree in a related field or four years of equivalent experience.

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 (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.

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.
• 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.

Skills

Customer support

CRM systems

ServiceNow

SLA reporting

Stakeholder communication

Education

Bachelor's degree (Information Systems / related field)

High school diploma + 4 years experience

Tools

ServiceNow

Salesforce

Jira Service Management

Job description

ICF is seeking a Remote Help Desk Support professional to triage customer issues, support data services, maintain records, and feed insights into backlogs. The role collaborates with Platform, Data, Governance, AI/ML, and Enablement staff to ensure timely resolutions and measurable adoption metrics.

Qualified candidates must be a U.S. citizen, reside in the U.S., and have a Bachelor's degree in a related field or four years of equivalent experience.