Help Desk Support

About This Role

This role is contingent upon a contract award, and while not an immediate opening, interviews are being conducted in anticipation of the award. The Help Desk Support role involves triaging customer issues, supporting data-services and platform-use requests, and maintaining customer support records. It also includes tracking recurring pain points and feeding operational insights into improvement backlogs.

Responsibilities

• Triage customer issues
• Support data-services and platform-use requests
• Maintain customer support records
• Track recurring pain points
• Feed operational insights into improvement backlogs
• Help maintain customer history and status visibility within lifecycle-management processes
• Coordinate escalations to Platform, Data, Governance, AI/ML, and Enablement staff
• Support 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

Requirements

• U.S. Citizenship is required due to federal contract requirements
• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years
• 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
• Highly effective analytical, problem-solving, and decision-making capabilities
• Excellent written and verbal communication skills, with the ability to work effectively across technical and non-technical audiences
• Strong organization, attention to detail, and the ability to prioritize and manage multiple responsibilities
• Collaborative approach with a commitment to quality, accountability, and continuous improvement

Nice to have:

• Experience triaging customer requests, incidents, questions, access requests, onboarding needs, and operational issues while coordinating timely resolution across multiple support teams
• Experience utilizing CRM, ticketing, case management, or service management platforms such as ServiceNow, Salesforce, Microsoft Dynamics, Jira Service Management, or similar tools
• Experience maintaining customer records, support histories, knowledge articles, service requests, and lifecycle-management data
• Experience analyzing support trends, recurring issues, customer feedback, adoption barriers, and operational pain points to inform continuous improvement initiatives
• Experience supporting customer onboarding, service enablement, access provisioning, data-service requests, analytics support, or platform adoption activities
• Familiarity with cloud-based analytics and data platforms such as Databricks, Azure, Power BI, Azure Data Factory, or similar enterprise technology environments
• Understanding of data governance, data stewardship, access management, and security processes within regulated environments
• Experience developing support metrics, service-level agreement (SLA) reporting, customer satisfaction reporting, resolution tracking, and operational dashboards
• Experience creating and maintaining user guides, FAQs, support documentation, training materials, and knowledge-base content
• Experience collaborating with Platform Engineering, Data Engineering, AI/ML teams, Governance teams, Product teams, Security teams, and customer stakeholders to resolve issues and improve customer experiences
• Strong customer-service, communication, problem-solving, and stakeholder-management skills with the ability to communicate technical concepts to non-technical audiences
• Experience supporting Federal government, healthcare, or other highly regulated environments
• Experience working in Agile, cross-functional delivery teams

Important Details

• Work locations: Remote, with occasional onsite meetings on the client site in Washington, DC. Strong preference for candidates who live in the Washington DC Metro Area.

About the Company

ICF is a global advisory and technology services provider that combines expertise with cutting-edge technology to help clients solve complex challenges, navigate change, and shape the future. The Digital Modernization Division delivers integrated, strategic solutions to federal clients, bringing expertise in cloud, cybersecurity, enterprise architecture, data modernization, and digital transformation to support mission-critical government programs.