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Description

ICF International is seeking an IT Support Specialist to work in our Corporate Information Technology (CIT) organization based in Reston, VA. ICF’s IT Support Specialists provide mid-level analysis and technical support for the ICF employee user community, including multiple levels of users, management, and technical staff globally.

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.

Basic Qualifications:

+ 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 Skills/Experience:

+ 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.

Professional Experience:

+ Excellent verbal, interpersonal and written communication skills.

+ Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.

+ Excellent problem-solving skills, including the ability to elicit valuable information on technical problems from non-technical users to resolve their problems.

+ Strong attention to details.

+ The ability to work with all levels of internal staff, as well as outside clients and vendors.

+ Enthusiasm, a passion for teamwork and a ‘can do’ attitude.

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 a workplace that allows everyone to thrive. We are an equal opportunity employer. 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 (https://www.icf.com/legal/equal-employment-opportunity) policy.

We will consider for employment qualified applicants with arrest and conviction records.

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 about  workplace discrimination righ t s or our benefit offerings which are included in the  Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at  [email protected] . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

**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:

$67,020.00 - $113,934.00

Nationwide Remote Office (US99)