Remote Help Desk Support - Data & Analytics Platform

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

Job summary

ICF is seeking a Remote Help Desk Support professional to join the Digital Modernization team. The role triages customer issues, supports data-services and platform-use requests, maintains service records, and feeds improvement backlogs to drive operational insights.

Candidates must be U.S. citizens eligible to work in the U.S. and located in the United States. A Bachelor's degree in a relevant field or equivalent experience is required, with preferred experience in cloud/data environments.

Qualifications

• Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field; or an equivalent combination of education and 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.
• 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 tools

Stakeholder management

Communication skills

Education

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

High school diploma with four additional years of relevant experience

Tools

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Job description

ICF is seeking a Remote Help Desk Support professional to join the Digital Modernization team. The role triages customer issues, supports data-services and platform-use requests, maintains service records, and feeds improvement backlogs to drive operational insights.

Candidates must be U.S. citizens eligible to work in the U.S. and located in the United States. A Bachelor's degree in a relevant field or equivalent experience is required, with preferred experience in cloud/data environments.