Quality Assurance Analyst & Help Desk Specialist

Job#: 3026319

Job Description:

Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions.

Apex has an opportunity for a Quality Assurance Analyst & Help Desk Specialist. For applicants who are interested in this opportunity, please send your updated resume to Gaby Ortega, Account Manager, at .

No third parties please.

Here are the details:

Position: Quality Assurance Analyst & Help Desk Specialist

Job Level: Intermediate

Location: Massachusetts (Hybrid - onsite as required)

Duration: Through 6/30/26 with potential extension

Rate: Negotiable based on experience

We are seeking a detail-oriented Quality Assurance Analyst & Help Desk Specialist to support and maintain Salesforce-based applications. This role combines functional and regression testing with production support and end-user assistance to ensure system reliability, data integrity, and an exceptional user experience for both internal and external stakeholders.

The ideal candidate will demonstrate proficiency with Salesforce reports and dashboards, user management, and foundational administrative tasks, along with strong analytical, troubleshooting, and communication skills.

Detailed List of Job Duties and Responsibilities:

Quality Assurance (QA):

• Perform functional and regression testing on Salesforce applications.
• Develop, execute, and maintain test cases, test plans, and test scenarios.
• Validate Salesforce reports, dashboards, workflows, flows, and automation.
• Log, track, and verify defects through resolution.
• Coordinate testing efforts with business users and development teams.
• Support release validation across Sandbox, UAT, and Production environments.

Help Desk & Production Support:

• Serve as first-level (Tier 1) and second-level (Tier 2) support for internal and external users, meeting defined SLA targets.
• Guide users step-by-step through Salesforce system processes.
• Troubleshoot login issues, access permissions, and data discrepancies.
• Manage and triage support tickets using tools such as Jira or ServiceNow.
• Monitor application health and escalate issues as needed.
• Assist users with navigation, reporting, and overall system usage.
• Create and maintain user guides, FAQs, and knowledge base documentation.

Salesforce Administration Support:

• Create and manage Salesforce users, roles, profiles, and permission sets.
• Assist with report and dashboard creation and updates.
• Perform data validation and basic data maintenance tasks.
• Support user onboarding, training, and adoption initiatives.
• Maintain documentation for system configurations, processes, and known issues.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a closely related field.
• 3-6 years of professional experience in Quality Assurance and/or Help Desk support.
• Hands-on experience working with Salesforce and QA platforms.
• Proficiency with Salesforce reports, dashboards, and user management (profiles, roles, permission sets).
• Strong understanding of QA methodologies and best practices.
• Experience with Salesforce data import/export tools (e.g., Data Loader).
• Experience using ticketing systems such as Jira, ServiceNow, or similar tools.
• Excellent analytical, problem-solving, written, and verbal communication skills.
• Experience supporting Experience Cloud / Community users.
• Links to LinkedIn and Salesforce Trailhead profiles are mandatory.

Preferred Qualifications:

• Salesforce Administrator Certification (preferred, not required).
• Experience with Salesforce Flows and basic automation capabilities.
• Prior experience supporting public sector or education-focused organizations.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.