Associate Salesforce Help Desk Analyst

ICF

Help Desk Analyst supporting a portfolio of Salesforce projects for federal customer and troubleshooting end-user issues efficiently. Collaborate with teams for system resolutions and enhancements

Posted 4/29/2026full-timeReston • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $67,355 - $114,503 per yearWebsite

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1+ years experience working in a customer-orientated service role as a service/help desk engineer working in a Salesforce or other low-code environment
US Citizenship is required (required by the federal government for this position)
Must be able to obtain Public Trust clearance
Bachelors or Associate degree, preferred in engineering or IT related field
Experience building and managing dashboards, a plus
Experience with Salesforce is a plus
Functional and Regression testing of low code platforms such as Salesforce.com is a plus
Must be able to manage work across multiple projects, concurrently
Excellent communication skills
Track record of working across multiple teams to resolve issues
Able to prioritize work to meet deadlines
Adaptable, dependable and independent

Benefits

Comp & perks

Equal opportunity employer
Professional development opportunities
Collaboration in an innovative environment
Reasonable accommodations available

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingincident resolutiondecision treesmanual testing scriptstest scenariosfunctional testingregression testingdashboard managementcustomer support documentation

Soft Skills

critical analysiscommunicationadaptabilitydependabilityindependenceprioritizationcollaborationcustomer feedback gathering

Certifications

Public Trust clearance