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Job Details

Skills

2+ years of experience in a technical support
application support
or help desk role working with internal users and customers.

Summary

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 DOL 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, 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+ 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

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.

Dice Id: 91081606
Position Id: 9037783
Posted 21 hours ago

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Shweta Shrivastava

Recruiter @ StackNexus Inc.

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