• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives • Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat • Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction • Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) • Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. • Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite • Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence • Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction • Collaborates with internal support teams to resolve challenges • Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture • Develops regular and thorough status communications for senior leadership and stakeholders • Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

• Lead the IT team and take ownership of the entire IT estate • Bring structure, documentation, and operational maturity to the IT function • Reduce key-person risk and implement professional process discipline • Manage critical business systems, especially hosted WMS environment and VMware platform • Collaborate with internal teams and support critical hosted customer environments

• Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management, acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional, frictionless user experience. • Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents. • Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps. • Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit. • Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team. • Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.

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.