DOL Modernization Helpdesk Specialist

Enter Job Description...

The Division of Occupational Licensure (DOL) is undertaking its highest-priority initiative: implementing a unified Salesforce Licensing, Permitting, and Inspection (LPI) system to streamline operations and deliver a modern digital experience. To drive this critical effort, DOL seeks a skilled Helpdesk Specialist to provide technical support via phone, Teams, email and internal systems to DOL staff members and constituents.

The Helpdesk Specialist provides Tier 1 technical support and application administration for the Division of Occupational Licensure s software systems, including Salesforce-based platforms. This role combines help desk responsibilities with user support, system maintenance, and process improvement, all delivered with a strong customer service orientation.

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.
• 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 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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This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.