Help Desk Support II

Job Description

Position Overview: Provides support to end users of multiple Salesforce applications in a single Salesforce org. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and in-person requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an associate’s degree in a related area and at least 3 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.
Full-time position for a total of 3 months with the option to extend for another 9 months.
Bill rate from $40-45
Job Summary: This position will provide technical support for Salesforce applications to the Colorado Department of Early Childhood Division of Community and Family Support (DCFS) line of business information technology team by assisting with internal and external end-user technical support, incident management, end-user issue testing and validation activities, and maintaining incident documentation. This position will also be responsible for maintaining DCFS issue tracking systems (including but not limited to Google, Salesforce, and Jira) including managing the support emails and ticket submissions from internal and external system users, updating the issue tracking systems with information from support tickets, and assigning incident user stories to team members and/or contract vendor as needed.
Primary Job Responsibilities:
Provides Salesforce and Salesforce third-party application support to end users on a variety of issues and identifies, researches, and resolves technical problems
Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve the problem
Documents, tracks, and monitors the problem to ensure a timely resolution
Submits and tracks user-reported issues in the incident management system(s)
Ensure the incident is assigned the correct priority, category, and impact
Validates user-reported bugs and system issues and identifies the root cause
Assign incidents to the appropriate internal or external Technical Team resource to be worked on and tracked to ensure the work is completed
Identify high-priority issues that may need to be addressed outside of the normal release cycle
Identify incidents that are duplicates of existing issues and create a relationship with original and current issues
Communicates with end users to inform them of known system issues and issue resolution
Documents issues and issue resolution to be used to update programmatic FAQs and user guides
Adhere to and inform the standard process for issue identification and resolution
Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved