Key Facts

Remote From:

Anywhere

Category: Help Desk Technician

Full time

Mid-level (2-5 years)

English

Hard Skills

SAP CO Salesforce ServiceNow ArcGIS (GIS Software)

Other Skills

•
Troubleshooting (Problem Solving)

Roles & Responsibilities

2plus years of experience in service desk or technical support roles
Experience supporting enterprise applications (SAP, Salesforce, ArcGIS, or similar)
Strong troubleshooting and customer support skills
Experience with ITSM platforms (ServiceNow preferred)

Requirements:

Resolve escalated incidents and service requests requiring advanced technical troubleshooting
Support enterprise applications including SAP, Salesforce, ServiceNow, and ArcGIS
Document solutions and contribute to knowledge base development
Ensure incident resolution meets service level agreements (SLAs)

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

ITCON Services is seeking a Tier 2 Service Desk Specialist to provide advanced technical support for USCDA FPAC users and applications, resolving escalated incidents and service requests across enterprise platforms. The Specialist performs in-depth troubleshooting and resolution for complex technical issues beyond Tier 1 capabilities, supporting critical systems including SAP, Salesforce, ServiceNow, and ArcGIS.

This role is accountable for resolving escalated incidents, improving knowledge base content, and ensuring high-quality service delivery aligned with defined SLAs.

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.

Applicant must be a permanent resident or citizen of the United States and clearable for Public Trust clearance with the U.S Government.

Key Responsibilities

Resolve escalated incidents and service requests requiring advanced technical troubleshooting.
Support enterprise applications including SAP, Salesforce, ServiceNow, and ArcGIS.
Document solutions and contribute to knowledge base development.
Escalate unresolved issues to Tier 3 or Problem Management.
Participate in surge support and new application onboarding efforts.
Ensure incident resolution meets service level agreements (SLAs).
Document all activities within ServiceNow.

Required Skills and Qualifications

2+ years of experience in service desk or technical support roles.
Experience supporting enterprise applications (SAP, Salesforce, ArcGIS, or similar).
Strong troubleshooting and customer support skills.
Experience with ITSM platforms (ServiceNow preferred).
Public Trust clearance eligibility.

Desired Skills and Qualifications

Associate or Bachelor's degree in IT or related field or appropriate certification.
ITIL Foundation certification.
Experience supporting federal IT environments (USDA or similar).