Help Desk Engineer - Columbia, MD
12 hours ago
Job description
Full-time
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.
Salary Description
$84,700 - $94,500
Similar jobs
eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, · Provide front-line support for Salesforce-related issues · Identifying, administrating, triaging and resolving a variety of ...
2 weeks ago
eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans. Our engineers cut through complexity to create intuitive products and services that equip federal agencies with solutions to t ...
2 weeks ago
The Customer Support Specialist position provides first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via telephone email chat. The specialist will possess a high level of customer service skills to ensure each customer feels they are getting the at ...
1 week ago
This is a place where your ideas are heard, leadership is accessible, and your technical growth is intentional—not accidental. · The Role · This is a Tier 2 / 2.5 senior support role for someone who thrives in fast-paced MSP environments and enjoys solving complex issues across M ...
2 weeks ago
We are looking for a detail and service oriented individual to be the first line of defense in managing incidents (ServiceNow) tickets reported by users for a large case management system. · ResponsibilitiesLearn and understand the program workflow processes to be able to triage ...
2 weeks ago
Lead day-to-day application support and project delivery for the Register of Wills systems. · Develop and sustain Microsoft-stack applications and the HighView Imaging environment. · ...
4 weeks ago
Ability to code objects for Advance Function Presentation(AFP) - specifically Page definitions, Form definitions, Overlays, Page segments to create mainframe print documents for mailing. · Ability to code mainframe JCL · Experience using mainframe JES · Experience using Elixirs A ...
2 weeks ago
+ Job summary:AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. · + Qualifications: High School Diploma with 15 years of work experience in any combination of System Administr ...
1 month ago
This position supports a high visibility project for a data analytics team on-site at a customer facility. · ...
1 month ago
We are seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility. · ...
1 month ago
We are seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. · This position supports a high visibility project for a data analytics team on-site at a customer facility. · ...
1 month ago
We are hiring a Technical Support Engineer that will provide front-line technical troubleshooting to B2B customers utilizing LTN's products/services for their live TV broadcasts. · ...
17 hours ago
We are seeking a Systems Administrator to join our small IT team and growing company to support our headquarter operations. You will maintain, configure and support the reliable operation of computer systems, network servers and virtualization in both unclassified and classified ...
4 weeks ago
Systems Engineer Level III Columbia, MD TS/SCI with FULL SCOPE REQ
Only for registered members
Analyze user's requirements, · concept of operations documents, · and high level system architectures · to develop system requirements specifications. ...
1 week ago
This is a job for a network engineer. The candidate will perform maintenance and sustainment of existing networks, identify and correct issues. · ...
1 week ago
We are a small IT team and growing company looking for a Systems Administrator to support our headquarter operations. As a Visionist engineer supporting our IT infrastructure, you work with a variety of technologies and systems across multiple locations in our building for operat ...
1 month ago
· Geon Technologies is a rapidly growing small business that provides signal processing and sensor system integration services to the United States Government (USG) and the industry base that supports them. Geon seeks to be known for "signals, sensors, and systems". Geon has e ...
12 hours ago
We are looking for aggressive technical individuals with an ambition to learn,grow contribute and lead. · Bachelor's degree in computer science computer engineer electrical engineering or related math/science/engineering field (required). · Certified Kubernetes administrator (pre ...
1 week ago
The Medical Assistant assists in the delivery of patient care under direct clinical supervision of the on-site provider. · Greets patients in courteous, friendly, respectful and professional manner always. · Fulfills delegated medical tasks. · ...
4 weeks ago
We are looking for aggressive technical individuals with an ambition to learn, grow, contribute, and lead. Geon Technologies has an immediate need a Software Engineer with 0-6 years of experience. · ...
1 month ago