Yesterday
Secret
Early Career (2+ yrs experience)
IT - Support
Washington, DC (Off-Site/Hybrid)
Job Description
*This position requires a Secret Security Clearance. *
*We are open to supporting 100% remote work anywhere within the US. This position is daytime only 8 am-5 pm EST*
Must be local to Maryland, DC, and Virginia Areas—currently remote, but within commuting distance of DC.
ICF’s Data Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Tier 1 Help Desk Specialist to support upcoming needs with our Department of State customers.
Our Data Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.
The Team
Supports the DoS modernization effort to automate all business processes within the department’s cloud ServiceNow Platform. The team follows state-of-the-art Scrum methodology to support the CICD release methodology.
In this role, you will
Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customer
Provides phone, email, and web support to users for applications developed or deployed under this contract.
Experience providing helpdesk services to applications in a multi‐vendor ITIL environment
Address client queries via phone or email as required
Perform troubleshooting through diagnostic techniques to pertinent questions
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing system
Manage ticketing queues promptly to maintain defined Service Level agreements
Perform post-resolution follow-ups to help requests
Create & Maintain Knowledge Articles and report gaps in instructions to improve articles
Work independently and as part of the team
Document status updates and follow up with users on the status of the resolution
Promptly escalate to Tier 2 for complex problems
Strong written and verbal communication skills
Maintain confidentiality
Basic Qualifications
High School Equivalent
1+ years of ServiceNow knowledge or experience
4+ years of relevant Technical Support experience
1+ years of Ticketing system expertise
US Citizenship required (required by the federal government for this position)
Secret Clearance
Preferred Qualifications
ServiceNow CSA (Certified System Administration) Certificate
*This position requires a Secret Security Clearance. *
*We are open to supporting 100% remote work anywhere within the US. This position is daytime only 8 am-5 pm EST*
Must be local to Maryland, DC, and Virginia Areas—currently remote, but within commuting distance of DC.
ICF’s Data Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Tier 1 Help Desk Specialist to support upcoming needs with our Department of State customers.
Our Data Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business.
The Team
Supports the DoS modernization effort to automate all business processes within the department’s cloud ServiceNow Platform. The team follows state-of-the-art Scrum methodology to support the CICD release methodology.
In this role, you will
Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customer
Provides phone, email, and web support to users for applications developed or deployed under this contract.
Experience providing helpdesk services to applications in a multi‐vendor ITIL environment
Address client queries via phone or email as required
Perform troubleshooting through diagnostic techniques to pertinent questions
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing system
Manage ticketing queues promptly to maintain defined Service Level agreements
Perform post-resolution follow-ups to help requests
Create & Maintain Knowledge Articles and report gaps in instructions to improve articles
Work independently and as part of the team
Document status updates and follow up with users on the status of the resolution
Promptly escalate to Tier 2 for complex problems
Strong written and verbal communication skills
Maintain confidentiality
Basic Qualifications
High School Equivalent
1+ years of ServiceNow knowledge or experience
4+ years of relevant Technical Support experience
1+ years of Ticketing system expertise
US Citizenship required (required by the federal government for this position)
Secret Clearance
Preferred Qualifications
ServiceNow CSA (Certified System Administration) Certificate
group id: 10106050
