Help Desk Engineer at eSimplicity

Columbia, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

0.0

Posted On

03 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce, Technical Support, Troubleshooting, Customer Service, Documentation, User Training, Jira, Confluence, ServiceNow, Apex, APIs, Lightning, Process Improvement, Incident Management, User Access Management, Collaboration

Industry

IT Services and IT Consulting

Description

Description About Us eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow. Responsibilities: Provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner Identifying, administrating, triaging and resolving a variety of incidents and service requests Diagnose and troubleshoot technical issues related to Salesforce applications, integrations, and customization Resolving incidents using established guidelines and procedures with assistance from experienced engineers as needed Documenting troubleshooting steps and current incident status in our case management system and maintaining a runbook for common issues Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues Creating training guides and best practices documentation to share with user community on common operations and issues Implement and manage user access, roles, and permissions within Salesforce Participate in testing and validation of new Salesforce features, enhancements, and upgrades. Identify opportunities for process improvements and contribute to the development of best practices for Salesforce support. Maintain accurate records of support requests, resolutions, and user interactions Provide regular updates to users on the status of their support requests and follow up to ensure satisfaction. Stay current with Salesforce releases, features, and best practices to provide informed support and recommendations Establishing and adhering to Service Level Agreements (SLAs) related to helpdesk support operations Requirements Required Qualifications: All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation. A Bachelor's degree in computer science, information systems, engineering, business or other related field; OR In lieu of a bachelor’s degree, a total of 6–9 years of relevant technical support or application support experience may be substituted. 4–7 years of experience in technical support, application support, or platform support roles. Experience supporting Salesforce applications in a technical support or administrator capacity. Working knowledge of Salesforce platform features, including Lightning, APIs, and basic Apex concepts, with the ability to troubleshoot and escalate issues. Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment. Experience working with Jira and Confluence; familiarity with ServiceNow or similar systems. Strong troubleshooting, customer service, and communication skills. Experience creating user documentation and delivering training or knowledge transfer. Ability to manage multiple support requests in a fast-paced environment. Desired Qualifications: One or more Salesforce developer certifications: Salesforce Admin, Developer I, Developer II, Platform App builder Working Environment: eSimplicity supports a remote (or hybrid depending on the role and program) work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by manager. Occasional travel for training and project meetings. It is estimated to be less than 5% per year. Benefits: We offer a highly competitive salary and full healthcare benefits. Equal Employment Opportunity: eSimplicity is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.

Responsibilities

The Help Desk Engineer will provide front-line support for Salesforce-related issues, diagnosing and troubleshooting technical issues while collaborating with developers to resolve complex problems. They will also document incidents, create training guides, and maintain user access within Salesforce.