Help Desk Specialist (Salesforce)

This role is contingent upon a contract award.

ICF is seeking a Help Desk Specialist to support an enterprise Salesforce services environment for a federal health client. This role will focus on user support issue intake troubleshooting escalation coordination stakeholder communications knowledge base maintenance and support for release and training activities.

The ideal candidate has experience supporting business users in a structured help desk or application support environment. This role requires clear communication disciplined ticket management sound troubleshooting skills and the ability to coordinate with technical functional security and operations teams to resolve user issues.

This work supports an enterprise Salesforce environment that includes shared platform services application support stakeholder onboarding release communications user guidance incident support and ongoing operations. The Help Desk Specialist will helpmaintainservice quality by acknowledging requests coordinating escalations communicating status and documenting recurring issues and resolutions.

Job Location:This position is remote within the United States.

Please note that ICF monitors employee work locations restricts access from foreign locations and IP addresses and prohibits the use of personal VPN connections.

WhatYoullBe Doing

• Provide first-line support for users of Salesforce applications shared platform services and related enterprise capabilities.

• Receive document triage troubleshoot and track help desk requests incidents service requests and user questions.

• Coordinate escalations with Salesforce administrators developers integration teams security teams infrastructure teams and vendor support teams as needed.

• Communicate request status next steps known issues release impacts outage information and resolution updates to users and stakeholders.

• Supporttroubleshooting foraccess issues application questions workflow issues data issues configuration questions and common user errors.

• Document recurring issues resolutions workarounds escalation paths and support procedures in standard operating procedures and knowledge base articles.

• Support release communications user group communications training sessionlogistics and stakeholder notices related to platform changes.

• Assistwith user onboarding and access support in coordination with identity management role approval and application support processes.

• Track support trends recurring pain points and user feedback to helpidentifyopportunities for service improvement.

• Support defect documentation by capturing clear issue descriptions screenshots user impact replication steps and related ticket details.

• Work within formal support privacy security Section 508 documentation and escalation expectations for a regulated federal environment.

What You Must Have

• Bachelors degree

• 2 years of experience providing help desk service desk application support customer support or technical support services.

• Ability to obtain and maintain a federal public trust clearance or equivalent client-required background investigation.

• 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

• 1yearof experience documenting triaging tracking and resolving incidents service requests user questions or production support tickets.

• 1yearof experience developing ormaintainingknowledge base articles standard operating procedures user guidance troubleshooting steps orsupportdocumentation.

• 1yearof experience coordinating escalations across technical functional operations or vendor support teams.

  1yearof experience using ticketing collaboration or knowledge management tools.

• 1yearof experience supporting SaaS applications CRM platforms Salesforce applications low-code/no-code platforms or enterprise business applications.

• Experience supporting Salesforce users Salesforce applications or CRM-based service environments.

• Experience supporting help desk operations in federal healthcare financial services or other regulated environments.

• Experience with access support role-based permissions identity management or user onboarding processes.

• Experience supportingreleasecommunications outage communications training communications or stakeholder notices.

• Experience documenting defects user impacts replication steps screenshots and escalation notes for technical teams.

• Experience supporting Section 508 privacy security audit or formalchangecontrol expectations.

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.