Help Desk System Administrator
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Job Location:
Reston, VA - USA
Monthly Salary:
$ 67355 - 114503
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston VA. ICFs IT Support Specialists provide mid-level analysis and technical support for the ICF employee user community including multiple levels of users management and technical staff globally.
Responsibilities:
Provides technical support to the organizations on-site and remote users for computer applications and hardware (e.g. PCs PC peripherals network).
Provides end-user software troubleshooting and support.
Managing first response to tickets coming into the queue by email and portal.
Provides remote desktop support
Installs configures and upgrades computer hardware and software.
Provider Tier III technical support for NICE CXone Voxco and related contact center platforms
Troubleshoot issues related to voice IVR ACD agent softphones call routing recording surveys and reporting
Support agent desktop environments (softphones browser-based tools screen pops)
Diagnose call quality issues (latency jitter packet loss) in collaboration with network and telecom teams.
Answers questions by applying knowledge of computer software hardware and procedures.
Uses advanced diagnostic techniques to identify problems investigate causes and recommend solutions.
Maintains current knowledge of relevant technologies as assigned.
Provides technical administrative support using Active Directory Exchange and Azure.
Participates in special projects as required.
Working hours will be Monday-Friday from 8:00am to 5:00pm or as agreed upon.
Basic Qualifications:
Bachelors degree
7 years of IT operations experience including Tier II/Tier III support in a call center or enterprise support environment.
5 years of hands-on experience supporting contact center platforms preferably NICE CXone and/or Voxco.
3 years of experience with the M365 Cloud Services (OneDrive SharePoint Teams Engage etc.) required.
3 years of experience using a formal trouble ticket system such as Microsoft System Center Service Manager Remedy or ServiceNow.
3 years of professional experience troubleshooting Microsoft Windows 10 O/S and Microsoft Office Suite including Outlook and Teams.
3 years of experience supporting Dell / HP hardware / Mac
3 years of experience with AI-powered customer service platforms (e.g. Microsoft Copilot ServiceNow Virtual Agent Zendesk AI or similar) and chatbots/virtual agents.
Preferred Skills/Experience:
NICE CXone administration (ACD IVR skills routing reporting and recording)
Voxco survey platform support
Answer calls and remote desktop support. Bomgar a plus but not required.
Contact center telephony concepts (SIP softphones screen recording software digital contact management)
Experience with Microsoft technologies and experience troubleshooting Microsoft Windows 11 and Mac OS.
Multi-Factor Authentication administration
Experience supporting hardware issues.
10 years of first/second line support experience within IT operations.
Experience with Active Directory management.
A certification MCP / MCSA certification would be advantageous.
Experience working within an ITIL framework.
Experience with Active Directory Exchange and Azure.
Professional Experience:
Excellent verbal interpersonal and written communication skills.
Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
Excellent problem-solving skills including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.
Strong attention to details.
The ability to work with all levels of internal staff as well as outside clients and vendors.
Enthusiasm a passion for teamwork and a can do attitude.
Working at ICF
ICF is a global advisory and technology services provider but were 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 worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
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:
$67355.00 - $114503.00Nationwide Remote Office (US99)Required Experience:
Unclear Seniority
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
About ICF: The Integral Coach Factory is one of the earliest production units of independent India. It was inaugurated by the first Prime Minister of India Pt. Jawaharlal Nehru on 2nd October, 1955. Later the Furnishing Division was inaugurated on 2nd October, 1962 and the production ... View more
