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Appian Engineer – Help Desk
In this role you will:
Serve as a Tier 1 Specialist to provide Help Desk support for applications deployed for our customer while escalating to Tier 2/3 as needed for further investigation
Provides phone, email, and web support to users for applications developed or deployed under this contract.
Serve as the first point of contact for troubleshooting experience providing helpdesk services to Appian applications in a multi‐vendor ITIL environment
Perform troubleshooting through diagnostic techniques to pertinent questions associated with Appian applications
Provide analysis breakdown of Appian issues through troubleshooting production environments
Address client queries via phone or email as required
Monitor Appian alerts and create necessary tickets or escalate depending on alert classification and urgency
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into trouble ticketing system
Perform post-resolution follow-ups to help requests
2 years of relevant Technical Support experience
Ticketing system expertise
Working at ICF
Working 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. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.
ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.
Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email firstname.lastname@example.org 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.
Virginia Remote Office (VA99)