Help Desk Engineer - Remote

ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference.  

  

Our Health Engineering Systems (HES) team works side by side with customers to articulate a vision for success, and then make it happen. We know success doesn't happen by accident. It takes the right team of people, working together on the right solutions for the customer. We are looking for a Help Desk Engineer who will be a key driver to make this happen. 

 

Responsibilities:  

• Provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner 

• Identifying, administrating, triaging and resolving a variety of incidents and service requests  

• Diagnose and troubleshoot technical issues related to Salesforce applications, integrations, and customization 

• Resolving incidents using established guidelines and procedures with assistance from experienced engineers as needed 

• Documenting troubleshooting steps and current incident status in our case management system and maintaining a runbook for common issues 

• Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues 

• Creating training guides and best practices documentation to share with user community on common operations and issues 

• Implement and manage user access, roles, and permissions within Salesforce 

• Participate in testing and validation of new Salesforce features, enhancements, and upgrades. 

• Identify opportunities for process improvements and contribute to the development of best practices for Salesforce support. 

• Maintain accurate records of support requests, resolutions, and user interactions 

• Provide regular updates to users on the status of their support requests and follow up to ensure satisfaction. 

• Stay current with Salesforce releases, features, and best practices to provide informed support and recommendations 

• Establishing and adhering to Service Level Agreements (SLAs) related to helpdesk support operations 

• Other duties as assigned 

 

Minimum Qualifications:  

• Bachelor's degree (computer science, engineering, or related field preferred) 

• 5+ years of Salesforce analytics and administrative experience 

• Candidate must be able to obtain and maintain a Public Trust clearance 

• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US 

• Must have lived in the US 3 full years out of the last 5 years 

 

Preferred Qualifications:  

• Experience with Atlassian Jira/Confluence 

• Familiar with ServiceNow support ticketing system 

• Strong knowledge of Salesforce platform features, including Apex, Visualforce, Lightning, and Salesforce APIs 

• Excellent problem-solving skills and the ability to troubleshoot technical issues 

• Exceptional customer service skills, with a focus on empathy, patience, and clear communication 

• Experience with creating user documentation and delivering training sessions 

• Strong organizational skills and the ability to manage multiple support requests simultaneously 

• Ability to work independently and as part of a team 

 

Job Location: This position requires that the job be performed in the United States.  If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses, and also prohibits personal VPN connections. 

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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

Nationwide Remote Office (US99) Apply