Help Desk Engineer

2 weeks ago


Reston, Virginia, United States ICF Full time
About the Role

ICF is a mission-driven company that values diversity and inclusion. We are seeking a Help Desk Engineer to join our Health Engineering Systems (HES) team. As a Help Desk Engineer, you will provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner.

Responsibilities
  • Provide technical support for Salesforce applications, integrations, and customization
  • Identify, administer, triage, and resolve a variety of incidents and service requests
  • Diagnose and troubleshoot technical issues related to Salesforce applications
  • Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues
  • Document troubleshooting steps and current incident status in our case management system
  • 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
Requirements
  • Bachelor's degree in computer science, engineering, or related field
  • 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
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
About ICF

ICF is a global advisory and technology services provider that combines unmatched expertise with cutting-edge technology to help clients solve their most complex challenges. We value diversity and inclusion and are an equal opportunity employer. We offer a range of benefits, including a competitive salary, comprehensive health insurance, and opportunities for professional growth and development.


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