Help Desk Specialist (SalesForce)

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.