ICF
federal health
HelpDeskSpecialist(Salesforce)
Neural analysis suggests this role is
optimal for Entry candidates.
“Help Desk Specialist (Salesforce) at ICF. Skills: Help Desk, Salesforce, User Support, Troubleshooting, Ticket Management. 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”
What You'll Achieve.
help maintain service quality
Industry & Context.
troubleshooting; sound troubleshooting skills
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, ICF monitors employee work locations, restricts access from foreign locations and IP addresses, and prohibits the use of personal VPN connections, Work within formal support, privacy, security, Section 508, documentation, and escalation expectations for a regulated federal environment
What They're Looking For.
Must Have
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, 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
Nice to Have
1+ year of experience documenting, triaging, tracking, and resolving incidents, service requests, user questions, or production support tickets, 1+ year of experience developing or maintaining knowledge base articles, standard operating procedures, user guidance, troubleshooting steps, or support documentation, 1+ year of experience coordinating escalations across technical, functional, operations, or vendor support teams, 1+ year of experience using ticketing, collaboration, or knowledge management tools, 1+ year of 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 supporting release communications, 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 formal change control expectations
What You'll Do.
Provide first-line support for users of Salesforce applications
shared platform services
and related enterprise capabilities
and track help desk requests
Communicate request status
and resolution updates to users and stakeholders
Support troubleshooting for access issues
application questions
configuration questions
and common user errors
Document recurring issues
and support procedures in standard operating procedures and knowledge base articles
Support release communications
user group communications
training session logistics
and stakeholder notices related to platform changes
Assist with user onboarding and access support in coordination with identity management
and application support processes
recurring pain points
and user feedback to help identify opportunities for service improvement
Support defect documentation by capturing clear issue descriptions
and related ticket details
How You'll Work.
Team & Collaboration
Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams as needed; Coordinate escalations across technical, functional, operations, or vendor support teams
Communication Scope
clear communication; stakeholder communications; release communications; user guidance; incident support; outage information; resolution updates
Full Job Description
_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 help maintain service 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. **What You’ll Be 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. * Support troubleshooting for access issues, application questions, wo
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