ICF · 1 week ago
Help Desk System Administrator
Reston, VA
Full-time
Onsite
Mid, Senior Level
$67K/yr - $114K/yr
7+ years expICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston, VA. The role involves providing mid-level analysis and technical support for the ICF employee user community, including managing technical issues and supporting various software and hardware systems.
ConsultingInformation TechnologyProfessional Services
Responsibilities
Provides technical support to the organization's on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network)
Provides end-user software troubleshooting and support
Managing first response to tickets coming into the queue by email and portal
Provides remote desktop support
Installs, configures, and upgrades computer hardware and software
Provider Tier III technical support for NICE CXone, Voxco, and related contact center platforms
Troubleshoot issues related to voice, IVR, ACD, agent softphones, call routing, recording, surveys, and reporting
Support agent desktop environments (softphones, browser-based tools, screen pops)
Diagnose call quality issues (latency, jitter, packet loss) in collaboration with network and telecom teams
Answers questions by applying knowledge of computer software, hardware, and procedures
Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
Maintains current knowledge of relevant technologies as assigned
Provides technical administrative support using Active Directory, Exchange and Azure
Participates in special projects as required
Working hours will be Monday-Friday from 8:00am to 5:00pm or as agreed upon
Qualification
Required
Bachelor's degree
7+ years of IT operations experience, including Tier II/Tier III support in a call center or enterprise support environment
5+ years of hands-on experience supporting contact center platforms, preferably NICE CXone and/or Voxco
3+ years of experience with the M365 Cloud Services (OneDrive, SharePoint, Teams, Engage, etc.) required
3+ years of experience using a formal trouble ticket system such as Microsoft System Center Service Manager, Remedy, or ServiceNow
3+ years of professional experience troubleshooting Microsoft Windows 10 O/S and Microsoft Office Suite including Outlook and Teams
3+ years of experience supporting Dell / HP hardware / Mac
3+ years of experience with AI-powered customer service platforms (e.g., Microsoft Copilot, ServiceNow Virtual Agent, Zendesk AI, or similar) and chatbots/virtual agents
Preferred
NICE CXone administration (ACD, IVR, skills, routing, reporting, and recording)
Voxco survey platform support
Answer calls and remote desktop support. Bomgar a plus but not required
Contact center telephony concepts (SIP, softphones, screen recording software, digital contact management)
Experience with Microsoft technologies and experience troubleshooting Microsoft Windows 11 and Mac OS
Multi-Factor Authentication administration
Experience supporting hardware issues
10+ years of first/second line support experience, within IT operations
Experience with Active Directory management
A+ certification, MCP / MCSA certification would be advantageous
Experience working within an ITIL framework
Experience with Active Directory, Exchange and Azure
Company
ICF
ICF is a global consulting and technology services provider focused on making big things possible for our clients.
5001-10000 employees
H1B Sponsorship
ICF has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (31)
2023 (35)
2022 (29)
2021 (31)
2020 (38)
Funding
Current Stage
Public CompanyTotal Funding
$59MKey Investors
New York State Department of TransportationU.S. Environmental Protection Agency
2023-02-13Grant· $29M
2021-03-15Grant· $30M
2006-09-28IPO
Leadership Team
John Wasson
Chairman, President and Chief Executive Officer
James Morgan
Chief Operating Officer and EVP
Recent News
2025-12-15
2025-12-08
Company data provided by crunchbase