Help Desk Support II

The selected individual shall be responsible for the following activities:

• Provides Salesforce and Salesforce third-party application support to to internal and external users on CHATS technology issues and identifies, researches, and resolves technical problems.
• Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve technical problems related to the CHATS Salesforce application.
• Documents, tracks, and monitors technical issues to ensure a timely resolution.
• Submits and tracks user-reported issues in the incident management system(s)
• Ensure the incident is assigned the correct priority, category, and impact
• Validates user-reported bugs and system issues and identifies the root cause
• Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed.
• Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution.
• Communicates with end users to inform them of known system issues and issue resolution
• Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
• Assists with maintaining status on work items as things move through the bug/issue life cycle.
• Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides.
• Updates internal and external users on the status of their incident/bug requests.
• Adhere to and inform the standard process for issue identification and resolution
• Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved
• Participates in testing and validation activities.

Skills and Experience:

• Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite
• Excellent analytical and troubleshooting skills
• Ability to work both independently and as part of a team
• Excellent verbal and written communication skills
• Accurate, thorough, and detail-oriented
• Efficient with time-sensitive projects
• Preferred: Three years experience with using Salesforce Customer Resource Management (CRM) and Jira
• Preferred: Functional understanding of the CHATS application
• Preferred: Current Salesforce Administrator Certification in progress