A large public sector organization is modernizing its enterprise Licensing, Permitting, and Inspection (LPI) platform through a major Salesforce implementation designed to improve operational efficiency and deliver a modern digital experience for both employees and the public.
As part of this high-profile digital transformation initiative, the organization is seeking a
Help Desk Specialist to provide Tier 1 technical support, Salesforce application administration, and end-user assistance. This is an excellent opportunity for someone who enjoys troubleshooting technical issues, supporting enterprise applications, and working closely with both internal users and external customers in a collaborative environment.
Required Skills & Experience
- 2-4 years of experience in a Help Desk, Technical Support, Application Support, or IT Support role.
- Experience supporting enterprise applications, preferably Salesforce or similar cloud-based platforms.
- Strong troubleshooting and problem-solving skills with a customer-first mindset.
- Experience creating, modifying, and managing user accounts and permissions.
- Experience supporting users through phone, Microsoft Teams, email, and ticketing systems.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Experience documenting support procedures, resolutions, and knowledge base articles.
- Proficiency with Microsoft 365, including Outlook, Teams, SharePoint Online, OneDrive, and Excel.
- Ability to prioritize multiple support requests while maintaining excellent customer service.
Desired Skills & Experience
- Salesforce Administrator experience or Salesforce Administrator Certification.
- Experience supporting Licensing, Permitting, Inspection (LPI), CRM, or other enterprise business applications.
- Familiarity with Agile development environments and User Acceptance Testing (UAT).
- Experience with Jira, Copado, or similar project management and DevOps tools.
- Experience creating reports and dashboards within Salesforce or other reporting platforms.
- Knowledge of data quality best practices, including account management, duplicate resolution, and data validation.
- Experience supporting both internal employees and external/public-facing users.
- Experience participating in large enterprise cloud implementation or modernization projects.
What You Will Be Doing
- Provide Tier 1 technical support for Salesforce and other enterprise business applications.
- Troubleshoot user issues received through phone, email, Microsoft Teams, and internal ticketing systems.
- Create, modify, deactivate, and maintain user accounts, permissions, and security access.
- Support internal staff and external users accessing online customer portals.
- Escalate complex technical issues to Tier 2, Tier 3, or external vendors when appropriate.
- Perform application administration and assist with ongoing system maintenance activities.
- Generate ad hoc reports and assist business users with reporting needs.
- Participate in User Acceptance Testing (UAT) during application releases and system upgrades.
- Conduct data quality reviews, account merges, duplicate resolution, and validation activities.
- Create user documentation, quick reference guides, and training materials.
- Document recurring issues, support processes, and recommend improvements to enhance the user experience.
- Collaborate with business analysts, developers, QA teams, and project stakeholders supporting ongoing application enhancements.
Tech Breakdown
- 40% Tier 1 Help Desk & End User Support
- 25% Salesforce Administration & Application Support
- 15% User Account & Security Administration
- 10% Reporting & Data Quality
- 10% Documentation, Testing & Process Improvement
Daily Responsibilities
- 50% End User Support & Troubleshooting
- 20% Salesforce Administration
- 15% Cross-Functional Collaboration
- 15% Documentation, Reporting & User Training
The Offer
This contract opportunity offers the chance to support a large-scale Salesforce modernization initiative while working with modern cloud technologies and enterprise applications in a collaborative environment.
Benefits include: - Competitive hourly compensation
- Hybrid work schedule (2-3 days onsite in Boston)
- Monday-Friday schedule
- Opportunity to support a high-visibility digital transformation initiative
- Collaborative team environment with exposure to Salesforce, Agile delivery, and enterprise cloud technologies
- Potential for contract extension based on project needs
Applicants must be currently authorized to work in the United States on a full-time basis. Sponsorship is not available for this position.
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