Deliver timely end‑user support for Salesforce issues, including login/access challenges, navigation questions, and functional troubleshooting.
Triage incidents and assign appropriate priority levels; document cases with clarity and completeness in alignment with internal standards such as DRD MA‑008 where applicable.
Resolve Tier 1–2 issues and escalate complex or system‑level concerns to Tier 3 vendor support as needed.
Support user onboarding by walking customers through features, permissions, and general use of Salesforce tools.
Assist with workflow improvements by identifying recurring challenges and recommending updates or training opportunities.
Contribute to the creation and maintenance of Tier 0 Knowledge Articles to improve self‑service support resources.
Collaborate with system administrators, platform teams, and cross‑functional groups to ensure consistent and accurate case resolution.
Participate in testing, validation, and deployment support for new features or enhancements.
Maintain confidentiality and adhere to organizational policies when handling user information or system access.

Experience supporting Salesforce users in a help desk, service desk, or admin‑related capacity.
Familiarity with Salesforce permissions, profiles, workflows, and case management.
Strong analytical skills with the ability to troubleshoot issues methodically.
Effective communicator able to translate technical concepts into user‑friendly guidance.
Salesforce Administrator certification or equivalent hands‑on experience. (Desired)
Experience working with ServiceNow or similar ITSM tools. (Desired)
Background supporting federal or large enterprise Salesforce environments. (Desired)
Ability to train users or create user‑friendly job aids. (Desired)

Help Desk Service Specialist

Key skills