ICF is currently seeking a Help Desk Support Specialist to work on the OTIP/ORR Mission Support Project.  The purpose of this project is to provide support to OTIP and ORR in meeting their mission goals.  This support covers a variety of activities across multiple divisions within each federal program. The Help Desk Support Specialist will use his/her expertise to support help desk operations, generate report, and support system changes as needed.

The successful candidate will have a broad knowledge of project support and coordination.  The Help Desk Support Specialist will report to a divisional or bureau lead for supervision and assignments.

Positions will be fully remote, onsite embedded in the client site, and hybrid.

Key Responsibilities:

Help Desk Support Specialist responsibilities include:

• Supporting the operations of the ORR Technical Division Help Desk and User Support.
• Generating reports and dashboards for unaccompanied children in care of ORR.  
• Providing Help Desk (Tier 0, Tier 1 and/or Tier 2) support to end users of ORR data systems.
• Identifying, triaging, and resolving or escalating IT problems to the appropriate person(s) or team.
• Managing routine requests, like password reset and account creation, following Standard Operation Procedures and performing the task.
• Working with stakeholders, product managers and other development teams to:  
• Support minor front-end configuration changes.
• Perform requirements gathering, design, prototyping, testing, training, deployment and post-deployment support.  
• Helping to prioritize the backlog of user stories for front-end configuration changes and enhancement requests. 
• Managing the Salesforce and Tableau licenses for ORR 
• Archiving all action via email or within the designated systems.
• The contractor shall work alongside stakeholders, product managers and development teams to assist with modernization efforts by helping to roll out new solutions. The contractor shall develop training materials, schedule and conduct training, and perform administrative tasks related to the roll-out of solutions.  
• Supporting the execution of data analysis operations throughout the reporting and analysis lifecycle.
• Fulfilling routine ORR reports on time and answering ad hoc data inquiries within the specific due date.
• Working with end users, data analysts, and systems analysts to design and implement data products and dashboards using the Tableau platform. 
• Assisting the ORR Technology Division with curation of knowledge articles and content for the Program Knowledge Division and curation and management of the Communications Center End User Alerts and Messages. 

Basic Qualifications:

• Bachelor’s degree in justice, social work, psychology, education, data science, or other social science related subject. 
• 2+ years in a help desk role.
• 1+ year of experience with data visualization platforms such as Tableau, Palantir, and Salesforce.

Preferred Skills:

• Experience working in the federal government environment.
• Education and/or experience in the application of race equity, diversity, and inclusion of social justice strategies in human service settings.
• Strong interest and/or experience in related topics such as refugee, immigrant, and unaccompanied children; child welfare; capacity building; technical assistance; culturally responsive evaluation; participatory evaluation; implementation science and/or continuous quality improvement (CQI) 
• Prior work experience in a consulting environment. 

Professional Skills:

• Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment. 
• Solid team builder and team player with proven ability to manage competing priorities, perspectives and stakeholder needs. 
• Strong analytical, problem-solving, and decision-making capabilities. 
• Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs.
• Ability to promote and contribute to an equitable and inclusive organizational culture and environment.
• Excellent verbal, oral, interpersonal, and written communication skills.
• Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy. 

#Indeed

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

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.

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 [email protected] 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 here: Requesting an Accommodation for the ICF interview process.

Read more aboutworkplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in theTransparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay 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 pay range for this position based on full-time employment is:

$79,643.00 - $135,392.00DC Remote Office (DC99)