Help Desk Analyst - REMOTE

*We are open to supporting 100% remote work anywhere within the continental US.*   

  ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology-driven department. We are seeking a motivated Help Desk Analyst to support a portfolio of Salesforce projects with our federal customer.      

 The Work   

The Help Desk Analyst will work directly with customers to troubleshoot application issues, provide guidance on how to utilize the system, collaborate with ICF’s technology team to resolve issues identified and document new requirements when needed.      

This project supports a program within the IRS that provides a grant opportunity for organizations interested in applying for a Low Income Taxpayer Clinic (LITC) matching grant. Low Income Taxpayer Clinics make a tremendous impact on the lives of taxpayers. Especially, for those with the most need. Grants may be awarded for the development, expansion, or continuation of programs providing qualified services to eligible taxpayers. An LITC must provide services for free or for no more than a nominal fee (except for reimbursement of actual costs incurred). 

LITCs ensure the fairness and integrity of the tax system for taxpayers by: 

• Providing pro bono representation to assist low-income taxpayers in resolving tax disputes with the IRS; 

• Educating taxpayers for whom English is a second language (ESL taxpayers) about their rights and responsibilities as taxpayers; and 

• Identifying and advocating on issues that impact these taxpayers. 

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   

• 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   

• Assess system and product metrics on a routine basis and produce reports for management   

• Provide training and demos related to new processes or application features   

• Develop manual testing scripts, test scenarios, and test scripts    

• Assist other QA Engineers with functional and regression testing as needed.  

  Basic Qualifications:    

• 1+ years experience working in a customer-orientated service role as a service/help desk engineer    

• US Citizenship is required (required by the federal government for this position)   

• Must be able to obtain Public Trust clearance   

• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.