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Help Desk Analyst

Company: ICF
Location: Boston
Posted on: January 16, 2022

Job Description:

*We are open to supporting 100% remote work anywhere within the US.*ICF's IT Modernization division is a rapidly growing, entrepreneurial, technology driven department, seeking a motivated Help Desk Analyst to support upcoming needs with our federal customers.The WorkThe Help Desk Analyst serves between technical teams to collect, clarify, analyze and translate requirements into documentation and conceptual design from which applications and solutions are developed. The Help Desk analyst will work in collaboration with ICF's technology team, and facilitates meetings with client and internal technical and operational teams.In addition to supporting all phases of the project, this position will also be responsible for authoring content and peer reviewing a wide array of documents, including functional, technical, training.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+ Create and manage customer-wide communication+ Assess system and product metrics on a routine basis and product reports for management+ Provide training and demos related to new processes or technologiesRequirements:+ 1+ year experience working with or as a service/help desk engineer and customer service oriented+ Experience building and managing dashboards, a plus+ Experience with JIRA Service Desk is a plus+ Must be able to manage work across multiple projects, concurrently+ Excellent communication skills+ Track record of working across multiple teams to resolve issues+ Able to prioritize work to meet deadlines+ Adaptable, dependable and independent+ Experience with Business Intelligence tools, a plus+ US Citizenship required per client contract requirements+ Ability to obtain a Public Trust Clearance.+ Bachelors or Associate degree in engineering or IT related fieldWorking at ICFWorking at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.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 ( .COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA. 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 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 about non-discrimination: EEO is the law (\_files/employers/poster\_screen\_reader\_optimized.pdf) and Pay Transparency Statement (\_English\_unformattedESQA508c.pdf) . Ohio Remote Office (OH99)Need help? We're here:ICFCareerCenter@icf.comAbout ICFICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at

Keywords: ICF, Boston , Help Desk Analyst, Professions , Boston, Massachusetts

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