Salesforce Help Desk Administrator

Description

About Us 

eSimplicity is modern digital services company that delivers innovative federal and commercial IT solutions designed to improve the health and lives of millions of Americans while defending our national interests. eSimplicity's people-centric approach aims to transform the American healthcare experience through innovative technologies. Our team’s experience spans various federal civilian customers on diverse projects across its core competencies. We prioritize protecting our community by aiding the government’s cloud migration, prototyping artificial intelligence models to identify fraudulent Medicare claims, and accelerating data report delivery for healthcare providers to improve quality of care for patients. 

Responsibilities: 

• Provide front-line user support for Salesforce-related issues 
• Responding to and resolving user inquiries in a timely manner 
• Troubleshoot, steward and resolve user issues related to access and permissions in the Salesforce platform including access to applications, reports, dashboards, and specific pages 
• Perform core Salesforce admin tasks, including user and license management, permission sets, roles, and access requests 
• 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 
• 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. 
• Hands-on experience in Salesforce administration setup, e.g., managing users, security controls, and data as well as creating roles, profiles and permission sets. 
• Bachelor's degree in computer science, engineering, or related technical field 
• 5+ years of IT experience in a professional environment 
• 3+ years of Salesforce administration experience 
• Experience with providing customer support in a help desk environment 
• Experience with Atlassian Jira/Confluence 
• Familiar with ServiceNow support ticketing system 
• Strong knowledge of Salesforce platform features, including Apex, Visualforce, Lightning, and Salesforce APIs 
• Excellent problem-solving skills and the ability to troubleshoot technical issues 
• Exceptional customer service skills, with a focus on empathy, patience, and clear communication 
• Experience with creating user documentation and delivering training sessions 
• Strong organizational skills and the ability to manage multiple support requests simultaneously 
• Strong focus on customer service, with the ability to translate technical issues to a non-technical audience 
• Ability to work independently and as part of a team 

Desired Qualifications: 

• One or more Salesforce developer certifications: Salesforce Admin, Developer I, Developer II, Platform App builder 
• Practical application and use of JIRA and ServiceNow 

eSimplicity supports a remote 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 your manager. 

Occasional travel