ICF Consulting Group, Inc. Contact Center/Server Support in Owings Mills, Maryland


Contact Center/Server Support Tier II


Consolidated Business Operations and Support Services Group

Owings Mills, MD

About ICF

ICF (NASDAQ:ICFI) partners with government and commercial clients to deliver professional services and technology solutions in the energy, environment, and transportation; health, education, and social programs; and homeland security and defense markets. The firm combines passion for its work with industry expertise and innovative analytics to produce compelling results throughout the entire program life cycle, from research and analysis through implementation and improvement. Since 1969, ICF has been serving government at all levels, major corporations, and multilateral institutions. More than 4,500 employees serve these clients worldwide. ICF's Web site is http://www.icf.com/ .

Job Description:

This position will be a 1st shift support position for ICF s multi-modal contact centers. The successful candidate will be involved with providing day-to-day desktop support. The position will involve participation in an on-call rotation and will be required to support a variety of hardware platforms and software applications. Unified Contact Center Support personnel function in a rapidly changing, busy environment to support the needs of a diverse population of internal and external customers. The ideal candidate will be equally at home supporting desktops, servers, networks, phones and software applications. Being a quick learner is essential. This position will encompass a variety of duties and is perfect for the individual seeking opportunity to expand their skills.

Key Responsibilities:

  • Contact Center Support (both at a desktop level and at a system level):

  • Accept walk-up and e-mail requests directly from contact center staff as well as support requests through a ticketing system

  • Perform pro-active monitoring of systems including servers, circuits, applications, and network components.

  • Resolve issue if possible without escalation

  • Escalate issues to Internal Tier II or external support vendors as needed

  • Perform application and system patching and upgrades

  • MAC activity (Moves, Adds, and Changes) as needed to phones, campaigns, dialing lists, teams, Agents and Supervisor desktops/desktop settings, screen pops, recorded calls, Toll-free advanced feature routing changes and others as assigned.

  • Other projects as assigned. Including, but not limited to the following:

  • Moving equipment (desktops, phones, racks, cables, routers, switches, servers)

  • Capacity planning/capacity data gathering

  • IIS administration including URL redirects & certificate maintenance for secure websites

  • Researching new technical solutions

  • Performing and maintaining system inventories


Basic Qualifications:

  • Associate s degree

  • Minimum 3 years experience in desktop or network support, using Windows 7 and Microsoft Office 2012/2013

  • 1 years experience supporting Windows Server 2008 or 2012

  • 1 years experience with Active Directory management

  • TCP/IP Networking Fundamentals

  • Current IRS clearance or ability to obtain Preferred Skills/Experience:

  • Scripting skills desired

  • Familiarity with SQL Server 2012, 2014 or 2016

  • Familiarity with Windows Server 2012 and/or 2016

  • Managed Group Policy Objects (GPOs) throughout Active Directory (AD) enterprise

  • VMware and Hyper-V support

  • Linux server administration

  • Cisco UCCE/CVP experience

  • SBC provisioning and support experience

  • Experience supporting auto-dialers

  • Veeam experience

  • IIS web server management and support

  • Cisco ASA or Fortinet Fortigate firewall configuration and supportICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.ICF is an equal opportunity employer that values diversity at all levels. (EEO/AA Minorities/Females/Veterans/Individuals with Disabilities)For a listing of other career opportunities at ICF, please visit our Career Center at www.icf.com/careers

Location: Maryland-Owings Mills

Requisition ID: 1800001393