ServiceNow Tier 1 Help Desk Specialist with Secret ...

*This position requires a Secret Security Clearance. *We are open to supporting 100% remote work anywhere within the US. This position is daytime only 8 am-5 pm ESTICFs Data Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a Tier 1 Help Desk Specialist to support upcoming needs with our Department of State customers.Our Data Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our clients business.The TeamSupports the DoS modernization effort to automate all business processes within the departments cloud ServiceNow Platform. The team follows state of an art Scrum methodology to support the CICD release this role, you willServe as Tier 1 Help Desk support for ServiceNow applications deployed for our customerProvides phone, email, and web support to users for applications developed or deployed under this contract.Experience providing helpdesk services to applications in a multivendor ITIL environmentAddress client queries via phone or email as requiredPerform troubleshooting through diagnostic techniques to pertinent questionsDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing systemManage ticketing queues in a timely manner to maintain defined Service Level agreementsPerform post-resolution follow-ups to help requestsCreate & Maintain Knowledge Articles and report gaps in instructions to improve articlesWork independently and as part of the teamDocument status updates and follows up for users on status for resolutionPromptly escalate to Tier 2 for complex problemsStrong written and verbal communication skillsMaintain confidentialityBasic QualificationsHigh School Equivalent2 years of relevant Technical Support experienceTicketing system expertiseUS Citizenship required (required by the federal government for this position)Secret ClearancePreferred QualificationsServiceNow knowledge or experienceServiceNow CSADMDSENW22SC22Working at ICFWorking 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.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 (.COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.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 [Click Here to Email Your Resumé] 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 (and Pay Transparency Statement (. Alabama Remote Office (AL99)

Created: 2025-11-15