Help Desk/Business Analyst Remote

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology driven department, seeking a motivated Help Desk/Business Analyst to support upcoming needs with our federal customers.

The Work

The Help Desk Analyst is responsible for providing frontline technical support to end users, ensuring timely diagnosis, triage and resolution of issues. This role will involve coordinating with technical teams to collect, clarify, analyze and translate requirements into documentation and conceptual design from which applications and solutions are developed. The Help Desk analyst will work in collaboration with ICF’s technology team, and facilitates meetings with client and internal technical and operational teams.

In addition to supporting all phases of the project, this position will also be responsible for authoring content and peer reviewing a wide array of documents, including functional, technical, training.

RESPONSIBILITIES:

• Document, troubleshoot and resolve customer requests via phone, email, ticketing system
• Must be able to critically analyze, triage and resolve incidents, problems and requests
• Must be able to understand technical end user problems and provide clear and timely resolutions
• Build and utilize decision trees to evaluate and elevate issues to internal teams
• Update knowledge base to ensure procedures and known fixes are up-to-date
• Ensure SLA’s are met in a timely manner
• Work with operations teams to prepare for releases and create scripts/documentation for customer support
• Gather and supply feedback from customers in a useable format to product teams
• Report incidents and problems to appropriate teams and communicate effectively through product management to the customer
• Create and manage customer-wide communication
• Assess system and product metrics on a routine basis and product reports for management
• Provide training and demos related to new processes or technologies

REQUIREMENTS:

• Bachelor’s or associate degree in engineering or IT related field
• 2+ years’ experience working with or as a service/help desk engineer or tech operations professional
• 1 year experience with Business Intelligence tools
• US Citizenship required
• Ability to obtain and maintain a Public Trust
• Candidate must live and work in the United States
• Candidate needs to have lived and worked in the United States for 3 of the last 5 years

Professional Skills:

• Must be able to manage work across multiple projects, concurrently
• Excellent communication skills
• Track record of working across multiple teams to resolve issues
• Able to prioritize work to meet deadlines
• Adaptable, dependable and independent

PREFERRED QUALIFICATIONS

• 1+ year experience with JIRA Service Desk or similar tools
• 1+ year experience building and managing dashboards
• Experience working as a Business Analyst on prior projects

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world’s toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range – There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$63,511.00 – $107,968.00