Help Desk Engineer

🔥 14 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $84.7k - $94.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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eSimplicity

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

eSimplicity is a company comprised of designers, engineers, and strategists that excels in creating digital services and healthcare IT solutions. They simplify complexity to deliver award-winning products and services that enhance customer experiences, improve public health, and secure the nation. Specializing in areas such as healthcare IT, telecommunications, identity management, and fraud prevention, they work with organizations like the Centers for Medicare & Medicaid Services (CMS) to improve healthcare access and quality. eSimplicity is recognized for their innovative approaches in spectrum management, data analytics, and machine learning, aiming to broaden healthcare coverage and simplify processes for healthcare providers and beneficiaries.

📋 Description

• Provide Tier 2 technical support for Salesforce-related issues • Respond to and resolve incidents and service requests according to procedures and SLAs • Triage, diagnose, troubleshoot, and resolve issues involving Salesforce applications, configurations, integrations, and customizations • Escalate complex issues as appropriate • Document troubleshooting activities, resolutions, user communications, and ticket status • Develop and maintain runbooks, knowledge articles, troubleshooting guides, training materials, and best-practice documentation • Collaborate with Salesforce developers, Product Owners, and technical teams to investigate root causes and resolve complex issues • Administer Salesforce user access, roles, permissions, and related access requests • Participate in testing and validation of Salesforce features, enhancements, bug fixes, releases, and platform upgrades • Communicate with users about support request status and follow through to resolution • Identify recurring issues, trends, and opportunities to improve support processes, system usability, and user experience • Maintain accurate support request, resolution, and user interaction records for reporting and continuous improvement • Stay current with Salesforce releases, platform capabilities, and support best practices • Support establishment, monitoring, and continuous improvement of SLAs and help desk performance standards

🎯 Requirements

• All candidates must pass public trust clearance through the U.S. Federal Government • Candidates must either be U.S. citizens or pass clearance through the Foreign National Government System • Foreign National Government System candidates must have lived within the United States for at least 3 out of the previous 5 years • Valid and non-expired passport from country of birth and appropriate VISA/work permit documentation required for applicable candidates • Bachelor's degree in computer science, information systems, engineering, business or other related field • 4+ 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 • Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment • Experience working with Jira and Confluence • 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 • Work within the Eastern time zone • One or more Salesforce certifications, such as Salesforce Certified Administrator, Platform Developer I, Platform Developer II, or Platform App Builder (desired) • Experience supporting Salesforce applications in a federal government environment (desired) • Familiarity with IT service management (ITSM) practices, including incident management, problem management, and root cause analysis (desired)

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • 401(k) retirement benefits • Paid time off • Paid holidays • Life insurance • Disability insurance • Wellness and employee support programs • Remote work environment • Occasional travel for training and project meetings (less than 5% per year)