Help Desk Engineer

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Deliver Tier 2 technical support for Salesforce-related challenges.

• Address and resolve incidents and service requests in accordance with procedures and service level agreements (SLAs).

• Assess, diagnose, troubleshoot, and resolve issues related to Salesforce applications, configurations, integrations, and customizations.

• Escalate complex issues when necessary.

• Record troubleshooting activities, resolutions, user communications, and ticket statuses.

• Create and maintain runbooks, knowledge articles, troubleshooting guides, training materials, and best-practice documentation.

• Collaborate with Salesforce developers, Product Owners, and technical teams to identify root causes and resolve intricate issues.

• Manage Salesforce user access, roles, permissions, and related access requests.

• Engage in the testing and validation of Salesforce features, enhancements, bug fixes, releases, and platform upgrades.

• Inform users about the status of support requests and ensure follow-through to resolution.

• Recognize recurring issues, trends, and opportunities to enhance support processes, system usability, and user experience.

• Maintain accurate records of support requests, resolutions, and user interactions for reporting and continuous improvement.

• Keep up-to-date with Salesforce releases, platform capabilities, and support best practices.

• Assist in establishing, monitoring, and continuously improving SLAs and help desk performance standards.

⛳️ Requirements

• All applicants must successfully pass public trust clearance through the U.S. Federal Government.

• Candidates must be U.S. citizens or obtain clearance through the Foreign National Government System.

• Candidates from the Foreign National Government System must have resided in the United States for at least 3 out of the last 5 years.

• A valid and non-expired passport from the country of origin and appropriate VISA/work permit documentation are required for applicable candidates.

• A Bachelor's degree in computer science, information systems, engineering, business, or a related field is required.

• A minimum of 4 years of experience in technical support, application support, or platform support roles is necessary.

• Experience in providing support for Salesforce applications in a technical support or administrator role is essential.

• Familiarity with Salesforce platform features, including Lightning, APIs, and basic Apex concepts is important.

• Experience delivering Tier 2 or Tier 3 support in a help desk or ticketing environment is required.

• Proficiency in using Jira and Confluence is needed.

• Strong troubleshooting, customer service, and communication skills are essential.

• Experience in creating user documentation and providing training or knowledge transfer is beneficial.

• Ability to handle multiple support requests in a fast-paced environment is critical.

• Must work within the Eastern time zone.

• One or more Salesforce certifications, such as Salesforce Certified Administrator, Platform Developer I, Platform Developer II, or Platform App Builder, are desired.

• Experience supporting Salesforce applications within a federal government setting is preferred.

• Familiarity with IT service management (ITSM) practices, including incident management, problem management, and root cause analysis, is a plus.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• 401(k) retirement benefits.

• Paid time off.

• Paid holidays.

• Life insurance.

• Disability insurance.

• Wellness and employee support programs.

• Remote work environment.

• Occasional travel for training and project meetings (less than 5% per year).