Remote Help Desk Specialist – Federal Data & AI Platform

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

Job summary

ICF is seeking a Help Desk Support professional to triage customer issues, support data-services and platform-use requests, and feed insights into improvement backlogs. The role supports lifecycle-management, customer satisfaction metrics, and cross-team escalations. The position is remote with a strong preference for DC metro area residents; occasional onsite meetings in Washington, DC.

U.S. citizenship is required; federal contracting context; candidates must be eligible to work in the U.S.

Qualifications

• U.S. Citizenship is required.
• Candidate must reside in the U.S. and be authorized to work in the U.S.
• Bachelor's degree in related fields or four years of relevant experience in lieu of degree.
• Minimum 3 years of relevant customer support or service desk 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.
• Monitors customer satisfaction, support-volume, and adoption metrics.
• Collaborates with product, engineering, security, governance, QA, and customer stakeholders.
• Documents work products, decisions, risks, and delivery evidence.

Skills

CRM platforms

Customer service

Stakeholder management

Agile teams

Education

Bachelor's degree or higher

Tools

Databricks

Azure

Power BI

Azure Data Factory

ServiceNow

Salesforce

Jira Service Management

Microsoft Dynamics

Job description

ICF is seeking a Help Desk Support professional to triage customer issues, support data-services and platform-use requests, and feed insights into improvement backlogs. The role supports lifecycle-management, customer satisfaction metrics, and cross-team escalations. The position is remote with a strong preference for DC metro area residents; occasional onsite meetings in Washington, DC.

U.S. citizenship is required; federal contracting context; candidates must be eligible to work in the U.S.