Salesforce Helpdesk Specialist

Title: Salesforce Helpdesk Specialist

Location: Boston, MA (Hybrid)

Duration: 12+ Months Contract

Responsibilities:

·       Administer and support the Salesforce platform and other Licensing, Permitting, and Inspection (LPI) software applications.

·       Perform user account creation, deactivation, and permissions management.

·       Provide technical support to internal users and members of the public using customer portals.

·       Troubleshoot and fix end user support problems – working to resolve them via phone, email and Teams.

·       Escalate complex issues to Tier 2/3 or external support teams timely as needed.

·       Create ad hoc reports based on business requirements using Salesforce or related tools.

·       Participate in user acceptance testing and report findings according to established protocols. This may occasionally entail testing after hours and on weekends during system upgrades or maintenance windows .

·       Assist in developing user training materials such as job aids and quick reference guides.

·       Conduct data quality checks, de-duplication, and account merges to ensure system integrity.

·       Document processes and contribute to business process improvement efforts.

·       Perform other related duties and special projects, as assigned by your management team.

Preferred Knowledge, Skills & Abilities:

·       2–4 years of experience in a technical support, application support, or help desk role – working with internal users and customers.

·       Experience administering or supporting Salesforce or similar enterprise systems (Salesforce Administrator certification preferred).

·       Strong troubleshooting and problem-solving skills, with a focus on user satisfaction.

·       Excellent communication skills with the ability to translate technical issues into plain language.

·       Familiarity with Agile principles, QA processes, and basic reporting tools.

·       Experience supporting both internal staff and external (public-facing) users preferred.

·       Ability to manage multiple tasks and prioritize in a dynamic, team-oriented environment.

·       Familiarity with Salesforce implementations and/or large cloud-based system deployments a major plus.

·       Advanced proficiency with Microsoft Office 365, Teams, SharePoint Online, OneDrive.

·       Experience working with Jira, Copado, and backup and archive tools strongly preferred