Job Overview
Location
Reston, VA
Job Type
Full-time
Category
Customer Support
Date Posted
May 17, 2026
Full Job Description
đź“‹ Description
- • Provide first-line support for users of Salesforce applications, shared platform services, and related enterprise capabilities in a federal health client environment.
- • Receive, document, triage, troubleshoot, and track help desk requests, incidents, service requests, and user questions through formal ticketing systems.
- • Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams to resolve complex user issues.
- • Communicate status updates, next steps, known issues, release impacts, outage information, and resolution timelines to end users and stakeholders in a clear and timely manner.
- • Troubleshoot access issues, application errors, workflow misconfigurations, data inconsistencies, and common user mistakes within the Salesforce platform.
- • Document recurring issues, resolutions, workarounds, escalation paths, and support procedures in knowledge base articles and standard operating procedures.
- • Support release communications, stakeholder notices, user group updates, and training session logistics related to platform changes and new feature deployments.
- • Assist with user onboarding and access provisioning by coordinating with identity management teams, role approvers, and application support personnel.
- • Track support trends, recurring pain points, and user feedback to identify opportunities for service improvement and system optimization.
- • Document defects with detailed descriptions, screenshots, user impact analysis, and step-by-step replication instructions for technical teams.
- • Operate in full compliance with federal regulations including Section 508 accessibility requirements, privacy standards, security protocols, audit expectations, and formal change control processes.
- • Maintain service quality by ensuring all support activities adhere to structured help desk workflows, documentation standards, and escalation guidelines.
- • Work within a regulated federal environment requiring strict adherence to data handling, system access, and operational procedures.
- • Support ongoing operations of an enterprise Salesforce environment that includes shared platform services, application support, and stakeholder engagement.
- • Perform all duties remotely within the United States, with no access permitted from foreign locations or via personal VPNs.
🎯 Requirements
- • Bachelor’s 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
- • Must reside in the US, be authorized to work in the US, and perform all work in the US
- • Must have lived in the US for 3 full years out of the last 5 years
🏖️ Benefits
- • Competitive pay range of $67,355.00 - $114,503.00 based on experience and qualifications
- • Remote work within the United States
- • Employment with ICF International, Inc., a global advisory and technology services provider
- • Access to comprehensive benefits offerings as outlined in the Transparency in Coverage Act
Skills & Technologies
Remote
Degree Required
About ICF International, Inc.
Global advisory and technology services provider delivering strategy, analytics, and digital transformation to government and commercial clients. Core capabilities span energy, environment, health, education, and cybersecurity, integrating data science, policy expertise, and implementation support. Founded in 1969, publicly traded on NASDAQ as ICFI, with 9,000+ employees across more than 80 offices worldwide.
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