ICF Consulting Group, Inc. ServiceNow Tier 1 Help Desk Specialist (Remote) in San Juan, Puerto Rico
*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
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.
Supports the DoS modernization effort to automate all business processes within the department’s cloud ServiceNow Platform. The team follows state of an 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 in a timely manner 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 follows up for users on status for resolution
Promptly escalate to Tier 2 for complex problems
Strong written and verbal communication skills
High School Equivalent
2 years of relevant Technical Support experience
Ticketing system expertise
US Citizenship required (required by the federal government for this position)
ServiceNow knowledge or experience
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email firstname.lastname@example.org and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_English_unformattedESQA508c.pdf) .
Pay Range - There are multiple factors that are considered in determining final salary 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 salary range for Colorado is -
Nationwide Remote Office (US99)