Overview
On Site
Hybrid
USD 35.00 per hour
Full Time
Skills
Application Support
Problem Solving
Conflict Resolution
FOCUS
Communication
Agile
Quality Assurance
Microsoft Office
Cloud Computing
JIRA
Backup
Tier 1
Software Administration
Help Desk
Customer Service
Licensing
Inspection
Technical Support
Tier 2
Salesforce.com
Acceptance Testing
Reporting
Testing
Microsoft Windows
End-user Training
Data Quality
Process Improvement
Management
Job Details
Date Posted: 08/01/2025
Hiring Organization: Rose International
Position Number: 486420
Industry: Government
Job Title: Helpdesk Specialist
Job Location: Boston, MA, USA, 02110
Work Model: Hybrid
Work Model Details: 2 to 3 days per week onsite
Shift: 8:45am-5pm M-F
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 12
Min Hourly Rate($): 35.00
Max Hourly Rate($): 40.00
Must Have Skills/Attributes: Helpdesk, SalesForce, SharePoint
Experience Desired: Experience administering or supporting Salesforce (2+ yrs); Experience in a technical support, application support, or help desk role (4+ yrs)
Preferred Education: Associate's Degree
Preferred Certifications/Licenses: Salesforce Administrator certification
**C2C is not available**
Job Description
***Only qualified Helpdesk Specialist candidates located near Boston, MA will be considered, as the position requires onsite presence***
Preferred Education:
Associates or Bachelor's degree
Preferred Certification:
Salesforce Administrator certification
Required 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
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
Ability to manage multiple tasks and prioritize in a dynamic, team-oriented environment
Advanced proficiency with Microsoft Office 365, Teams, SharePoint Online, OneDrive
Preferred Knowledge, Skills & Abilities:
Experience supporting both internal staff and external (public-facing) users
Familiarity with Salesforce implementations and/or large cloud-based system deployments
Experience working with Jira, Copado, and backup and archive tools
Client is undertaking its highest-priority initiative: implementing a unified Salesforce Licensing, Permitting, and Inspection (LPI) system to streamline operations and deliver a modern digital experience. To drive this critical effort, Client seeks a skilled Helpdesk Specialist to provide technical support via phone, Teams, email and internal systems to Client's staff members and constituents.
The Helpdesk Specialist provides Tier 1 technical support and application administration for the Division of Occupational Licensure's software systems, including Salesforce-based platforms. This role combines help desk responsibilities with user support, system maintenance, and process improvement, all delivered with a strong customer service orientation.
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.
Respond to inquiries from Client's staff and constituents via the support mailbox or other technical help channels
Troubleshoot and fix end user support problems - working to resolve them via phone and Teams
Escalate complex issues to Tier 2/3 or external support teams 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
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Hiring Organization: Rose International
Position Number: 486420
Industry: Government
Job Title: Helpdesk Specialist
Job Location: Boston, MA, USA, 02110
Work Model: Hybrid
Work Model Details: 2 to 3 days per week onsite
Shift: 8:45am-5pm M-F
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 12
Min Hourly Rate($): 35.00
Max Hourly Rate($): 40.00
Must Have Skills/Attributes: Helpdesk, SalesForce, SharePoint
Experience Desired: Experience administering or supporting Salesforce (2+ yrs); Experience in a technical support, application support, or help desk role (4+ yrs)
Preferred Education: Associate's Degree
Preferred Certifications/Licenses: Salesforce Administrator certification
**C2C is not available**
Job Description
***Only qualified Helpdesk Specialist candidates located near Boston, MA will be considered, as the position requires onsite presence***
Preferred Education:
Associates or Bachelor's degree
Preferred Certification:
Salesforce Administrator certification
Required 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
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
Ability to manage multiple tasks and prioritize in a dynamic, team-oriented environment
Advanced proficiency with Microsoft Office 365, Teams, SharePoint Online, OneDrive
Preferred Knowledge, Skills & Abilities:
Experience supporting both internal staff and external (public-facing) users
Familiarity with Salesforce implementations and/or large cloud-based system deployments
Experience working with Jira, Copado, and backup and archive tools
Client is undertaking its highest-priority initiative: implementing a unified Salesforce Licensing, Permitting, and Inspection (LPI) system to streamline operations and deliver a modern digital experience. To drive this critical effort, Client seeks a skilled Helpdesk Specialist to provide technical support via phone, Teams, email and internal systems to Client's staff members and constituents.
The Helpdesk Specialist provides Tier 1 technical support and application administration for the Division of Occupational Licensure's software systems, including Salesforce-based platforms. This role combines help desk responsibilities with user support, system maintenance, and process improvement, all delivered with a strong customer service orientation.
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.
Respond to inquiries from Client's staff and constituents via the support mailbox or other technical help channels
Troubleshoot and fix end user support problems - working to resolve them via phone and Teams
Escalate complex issues to Tier 2/3 or external support teams 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
- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.