*This position requires a Secret Security Clearance. *
*We are open to supporting 100% remote work anywhere within the US. This position is daytime only 8 am-5 pm EST*
Must be local to Maryland, DC, and Virginia Areas—currently remote, but within commuting distance of DC.
ICF’s Data Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Tier 1 Help Desk Specialist to support upcoming needs with our Department of State customers.
Our Data Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.
The Team
Supports the DoS modernization effort to automate all business processes within the department’s cloud ServiceNow Platform. The team follows state-of-the-art Scrum methodology to support the CICD release methodology.
In this role, you will
Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customer
Provides phone, email, and web support to users for applications developed or deployed under this contract.
Experience providing helpdesk services to applications in a multi‐vendor ITIL environment
Address client queries via phone or email as required
Perform troubleshooting through diagnostic techniques to pertinent questions
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing system
Manage ticketing queues promptly to maintain defined Service Level agreements
Perform post-resolution follow-ups to help requests
Create & Maintain Knowledge Articles and report gaps in instructions to improve articles
Work independently and as part of the team
Document status updates and follow up with users on the status of the resolution
Promptly escalate to Tier 2 for complex problems
Strong written and verbal communication skills
Maintain confidentiality
Basic Qualifications
High School Equivalent
2 years of relevant Technical Support experience
Ticketing system expertise
US Citizenship required (required by the federal government for this position)
Secret Clearance
Preferred Qualifications
ServiceNow knowledge or experience
ServiceNow CSA
#DMX24
#SENW22
#SC22
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:
$52,488.00 - $89,230.00Nationwide Remote Office (US99)
EPAM Systems
Abbott
iZeno
Wolseley Canada Inc.
Lumen Technologies
