ICF Consulting Group, Inc. Technical Support Specialist in Charleston, West Virginia
ICF is looking for a junior-level technical support representative to serve as the primary customer service contact in support of a suite of software applications at a large Federal client. This role will be responsible for providing technical assistance, training, and support related to all ICF-developed GroupAssure applications.
You will provide technical assistance and support for incoming queries and issues related to ICF-developed GroupAssure applications.
You will respond to queries either by email, over the phone, or in person.
You will ask questions to determine the nature of problems.
You will walk customers through the problem-solving process.
You will follow up with customers to ensure issues have been resolved.
You will escalate unresolvable issues as appropriate.
You will follow up with the team until issues are resolved.
You will track issues or delays.
You will communicate with customers on status.
You will alert management to potential issues.
You will keep statistics related to the type of service provided and update the statistics report weekly.
You will update and manage the support FAQs on the team SharePoint page as necessary.
You will ensure all team workstations and any powered equipment is powered down and unplugged in the event of planned power outages.
You will manage user access to the ICF-developed GroupAssure applications.
You will help train application users.
You will help test application updates as needed.
You will attend daily scrum meetings with the development team to keep aware of upcoming application releases.
Other duties as assigned.
You have worked at least two years providing customer service and support and have a minimum of an associate degree in an IT-related field.
You have some experience in an IT-related position (1+ years’ experience preferred).
You have excellent customer service skills.
You have strong verbal communication and problem-solving skills.
You have strong writing skills.
You are an experienced user of web applications.
You have basic HTML skills.
You have experience working in a government environment.
You can communicate well with team members, clients and other collaborators.
You can logically analyze issues and provide solutions to solve problems.
You can provide outstanding customer service.
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. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.
ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
Reasonable Accommodations are available for disabled veterans and applicants with disabilities 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) .
Maryland Remote Office (MD99)Need help? We're here:ICFCareerCenter@icf.com
ICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.