Help Desk Specialist

Key Responsibilities & Skills

• Tier 1 Technical Support
• Salesforce Administration
• User Account Provisioning & Permissions Management
• Customer Service & Communication
• Incident Management & Escalation
• Ad Hoc Reporting & Dashboard Creation
• User Acceptance Testing (UAT)
• Training Materials Development
• Data Quality & De-duplication
• Process Documentation & Improvement
• Agile Methodology Familiarity
• QA Process Understanding

Technical Skills

• Salesforce (Admin) / Lightning
• Microsoft Office 365 / Teams / SharePoint Online / OneDrive
• Jira / Copado
• Backup & Archive Utilities
• Email / Phone Support Platforms
• Salesforce Reporting Tools

Education

High School Diploma in Information Technology, Computer Science, Management Information Systems, Business Administration

Industry Experience

• Government / Public Sector
• Licensing & Permitting Systems
• Salesforce Implementations
• IT Support Services