200+ applicants

Company

ICF · 1 day ago

Help Desk/QA Analyst - REMOTE

Reston, VA

Full-time

Remote

Entry Level

$52K/yr - $89K/yr

1+ years exp

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Professional Services

Actively Hiring

No H1B

U.S. Citizen Only

Security Clearance Required

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Responsibilities

Document, troubleshoot and resolve customer requests via phone, email, ticketing system

Must be able to critically analyze, triage and resolve incidents, problems and requests

Must be able to understand technical end user problems and provide clear and timely resolutions

Build and utilize decision trees to evaluate and elevate issues to internal teams

Update knowledge base to ensure procedures and known fixes are up-to-date

Ensure SLA’s are met

Work with operations teams to prepare for releases and create scripts/documentation for customer support

Gather and supply feedback from customers in a useable format to product teams

Report incidents and problems to appropriate teams and communicate effectively through product management to the customer

Assess system and product metrics on a routine basis and produce reports for management

Provide training and demos related to new processes or application features

Develop manual testing scripts, test scenarios, and test scripts

Assist other QA Engineers with functional and regression testing as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SalesforceFunctional testingRegression testingDashboard managementMulti-project management

Required

1+ years experience working in a customer-orientated service role as a service/help desk engineer

US Citizenship is required (required by the federal government for this position)

1 or more years of demonstrable experience in various types of diagnoses and resolutions, troubleshooting, including front-end, regression testing on web-based or CRM applications.

Must be able to obtain Public Trust clearance

MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.