Role Description This role is contingent upon a contract award. ICF is seeking a Help Desk Specialist to support an enterprise Salesforce services environment for a federal health client. This role will focus on user support, issue intake, troubleshooting, escalation coordination, stakeholder communications, knowledge base maintenance, and support for release and training activities. The ideal candidate has experience supporting business users in a structured help desk or application support environment. This role requires clear communication, disciplined ticket management, sound troubleshooting skills, and the ability to coordinate with technical, functional, security, and operations teams to resolve user issues. This work supports an enterprise Salesforce environment that includes shared platform services, application support, stakeholder onboarding, release communications, user guidance, incident support, and ongoing operations. The Help Desk Specialist will help maintain service quality by: - Acknowledging requests - Coordinating escalations - Communicating status - Documenting recurring issues and resolutions What You’ll Be Doing - Provide first-line support for users of Salesforce applications, shared platform services, and related enterprise capabilities. - Receive, document, triage, troubleshoot, and track help desk requests, incidents, service requests, and user questions. - Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams as needed. - Communicate request status, next steps, known issues, release impacts, outage information, and resolution updates to users and stakeholders. - Support troubleshooting for access issues, application questions, workflow issues, data issues, configuration questions, and common user errors. - Document recurring issues, resolutions, workarounds, escalation paths, and support procedures in standard operating procedures and knowledge base articles. - Support release communications, user group communications, training session logistics, and stakeholder notices related to platform changes. - Assist with user onboarding and access support in coordination with identity management, role approval, and application support processes. - Track support trends, recurring pain points, and user feedback to help identify opportunities for service improvement. - Support defect documentation by capturing clear issue descriptions, screenshots, user impact, replication steps, and related ticket details. - Work within formal support, privacy, security, Section 508, documentation, and escalation expectations for a regulated federal environment. Qualifications - Bachelor’s degree - 2+ years of experience providing help desk, service desk, application support, customer support, or technical support services. - Ability to obtain and maintain a federal public trust clearance or equivalent client-required background investigation. - Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US. - Must have lived in the US 3 full years out of the last 5 years. Preferred Qualifications - 1+ year of experience documenting, triaging, tracking, and resolving incidents, service requests, user questions, or production support tickets. - 1+ year of experience developing or maintaining knowledge base articles, standard operating procedures, user guidance, troubleshooting steps, or support documentation. - 1+ year of experience coordinating escalations across technical, functional, operations, or vendor support teams. - 1+ year of experience using ticketing, collaboration, or knowledge management tools. - 1+ year of experience supporting SaaS applications, CRM platforms, Salesforce applications, low-code/no-code platforms, or enterprise business applications. - Experience supporting Salesforce users, Salesforce applications, or CRM-based service environments. - Experience supporting help desk operations in federal, healthcare, financial services, or other regulated environments. - Experience with access support, role-based permissions, identity management, or user onboarding processes. - Experience supporting release communications, outage communications, training communications, or stakeholder notices. - Experience documenting defects, user impacts, replication steps, screenshots, and escalation notes for technical teams. - Experience supporting Section 508, privacy, security, audit, or formal change control expectations. Pay Range The pay range for this position based on full-time employment is: $67,355.00 - $114,503.00.

Role Description In this role, you will provide troubleshooting assistance and support related to specific software and peripherals of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. You will be responsible for logging inquiries and responding to basic queries, running diagnostic tests, isolating problems, determining solutions and/or resolving simple issues. When possible, you will implement the solution, guide the caller to how to implement the solution and resolve customer service issues, however, you will be expected to escalate more complex problems to more experienced staff and/or a supervisor or Manager. You will be part of a team of Help Desk professionals supporting software solutions and third-party delivery service to stores. Qualifications - High school education or equivalent. - Evidence of knowledge and experience with call center software. - Customer, client or call center environment experience with the ability to problem-solve with customers and an understanding of when to escalate questions or issues. - Evidence of the ability to be collaborative with, and communicate clearly and effectively, with all types and levels of store personnel and delivery service customers who contact the help desk. - Demonstrated ability to listen, ask questions, follow-up and address client concerns. - Evidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers. - Must demonstrate experience in a fast-paced workplace and ability to be flexible and responsive. - Evidence of ability to communicate technical information to non-technical store personnel that contact the help desk. - Evidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently. - Proven ability to function in a team environment, supporting team members when needed. - Experience with Service Now call tracking system is preferred. Requirements - Provide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service. - Analyze issues, ask appropriate questions and problem-solving methodologies. - Walk the customer through problem-solving process and attempt to isolate the problem and identify solution, if possible. - If unable to solve the issue, refer to more experienced staff. - Troubleshoot problems as well as provide application support to end-users. - Follow up with client and/or customer to ensure issue was resolved to their satisfaction. - Provide excellent client service to corporate, franchisee stores and delivery service customers. - Support clients on various work schedules that may include 24 x 7 support to international stores, franchisees and customers. - Respond to queries using phones, email or other methods of communication. - Provide basic instruction and support to clients with computer peripherals related to Caesar Vision products or delivery service customers. - Log all issues identified in Service Now call tracking system. - Report all trend calls to Supervisor or Manager Help Desk. Company Description Little Caesar Enterprises, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested. This company participates in E-Verify.

• Provide first-line support for users of Salesforce applications, shared platform services, and related enterprise capabilities. • Receive, document, triage, troubleshoot, and track help desk requests, incidents, service requests, and user questions. • Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams as needed. • Communicate request status, next steps, known issues, release impacts, outage information, and resolution updates to users and stakeholders. • Support troubleshooting for access issues, application questions, workflow issues, data issues, configuration questions, and common user errors. • Document recurring issues, resolutions, workarounds, escalation paths, and support procedures in standard operating procedures and knowledge base articles.

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies • Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT • Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support • Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training • Provide general policy information as supplied by business owners and Tier 2 systems • Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams • Perform other duties and tasks as assigned