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Help Desk/QA Analyst - REMOTE

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ICF

20d ago

  • Job
    Full-time
    Junior Level
  • Software Engineering
    IT & Cybersecurity
  • Reston
    Remote

AI generated summary

  • You must have 1+ years in a customer service/help desk role, experience in troubleshooting and testing web/CRM apps, be a U.S. citizen, and obtain Public Trust clearance.
  • You will troubleshoot customer requests, analyze issues, update documentation, ensure SLAs, report metrics, provide training, and assist with QA testing tasks and processes.

Requirements

  • 1+ years experience working in a customer-orientated service role as a service/help desk engineer
  • US Citizenship is required (required by the federal government for this position)
  • 1 or more years of demonstrable experience in various types of diagnoses and resolutions, troubleshooting, including front-end, regression testing on web-based or CRM applications.
  • Must be able to obtain Public Trust clearance
  • MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

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
  • Assess system and product metrics on a routine basis and produce reports for management
  • Provide training and demos related to new processes or application features
  • Develop manual testing scripts, test scenarios, and test scripts
  • Assist other QA Engineers with functional and regression testing as needed.

FAQs

Do we support remote work?

Yes, we support 100% remote work anywhere within the continental US.

What responsibilities will the Help Desk/QA Analyst have?

The Help Desk/QA Analyst will document, troubleshoot, and resolve customer requests, provide guidance on system usage, work with the technology team to resolve issues, gather feedback from customers, develop testing scripts, and assist in functional and regression testing as needed.

What are the basic qualifications required for this position?

The basic qualifications include 1+ years of experience in a customer-oriented service role, the ability to troubleshoot various issues, US Citizenship, and the capability to obtain Public Trust clearance.

Is experience with Salesforce a requirement for this role?

While experience with Salesforce is preferred, it is not a strict requirement for the role.

What type of testing will be involved in this position?

The position will involve developing manual testing scripts, conducting functional and regression testing, particularly for web-based or CRM applications.

Do I need a specific degree to apply for this job?

A Bachelor's or Associate degree, preferably in engineering or an IT-related field, is preferred but not mandatory.

What is the salary range for this position?

The pay range for this position is $52,488.00 - $89,230.00 based on full-time employment, depending on factors like experience and skills.

Are there opportunities for career advancement within ICF?

Yes, ICF encourages collaboration and the sharing of expertise, providing opportunities for personal and professional growth.

Is training provided for new hires?

Yes, the Help Desk/QA Analyst will provide training and demos related to new processes or application features as part of their responsibilities.

What is the work environment like at ICF?

ICF promotes an inclusive workplace that empowers employees to thrive, with a strong commitment to diversity and equal opportunity.

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ICF

We are not a typical consulting firm and our people are not typical consultants.

Consulting
Industry
5001-10,000
Employees
1969
Founded Year

Mission & Purpose

ICF (NASDAQ:ICFI) is a global consulting and technology services provider with approximately 8,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives.