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
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