W2 Contract
Hybrid to Boston, MA
$40-$42/hr
37.5 Hours per week
Seeking 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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