Job Title: Helpdesk Specialist
Location: Boston, MA
Duration: 11 Months
Type: Contract
Position Summary:
A government agency in Boston is launching a high-priority digital transformation initiative focused on implementing a unified Salesforce Licensing, Permitting, and Inspection (LPI) system. To support this effort, we are seeking a skilled Helpdesk Specialist to provide Tier 1 technical support across phone, email, Microsoft Teams, and internal help channels.
This role combines traditional helpdesk responsibilities with system administration, user support, and process improvement, with a strong focus on customer service.
Key Responsibilities:
Provide Tier 1 technical support for Salesforce-based platforms and related LPI systems.
Manage user accounts, permissions, and access controls.
Support internal users and external constituents through multiple support channels.
Troubleshoot user issues via phone, email, or Teams, escalating as necessary.
Generate ad hoc reports and dashboards in Salesforce.
Participate in User Acceptance Testing (UAT), occasionally during off-hours.
Contribute to user training materials and documentation.
Maintain data integrity through data cleanup, deduplication, and account merges.
Assist in process documentation and improvement initiatives.
Perform additional duties and special projects as assigned.
Preferred Qualifications:
2–4 years of experience in a helpdesk, technical support, or application support role.
Hands-on experience with Salesforce or similar enterprise platforms (Salesforce Admin certification preferred).
Strong troubleshooting skills with a focus on user satisfaction.
Ability to explain technical concepts clearly to non-technical users.
Experience with Agile workflows, QA testing, and reporting tools.
Prior experience supporting both internal staff and public-facing users.
Familiarity with Salesforce implementations or large cloud deployments is a plus.
Proficiency with Microsoft 365, Teams, SharePoint Online, and OneDrive.
Experience with Jira, Copado, and backup/archive tools strongly preferred.