eSimplicity · 17 hours ago
Help Desk Engineer
Columbia, MD
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $94K/yr
4+ years expeSimplicity is a modern digital services company that partners with government agencies to improve the lives of Americans. They are seeking a Help Desk Engineer to provide front-line support for Salesforce-related issues, diagnose technical problems, and collaborate with developers to enhance user experience.
Health CareInformation TechnologySoftwareTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner
Identifying, administrating, triaging and resolving a variety of incidents and service requests
Diagnose and troubleshoot technical issues related to Salesforce applications, integrations, and customization
Resolving incidents using established guidelines and procedures with assistance from experienced engineers as needed
Documenting troubleshooting steps and current incident status in our case management system and maintaining a runbook for common issues
Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues
Creating training guides and best practices documentation to share with user community on common operations and issues
Implement and manage user access, roles, and permissions within Salesforce
Participate in testing and validation of new Salesforce features, enhancements, and upgrades
Identify opportunities for process improvements and contribute to the development of best practices for Salesforce support
Maintain accurate records of support requests, resolutions, and user interactions
Provide regular updates to users on the status of their support requests and follow up to ensure satisfaction
Stay current with Salesforce releases, features, and best practices to provide informed support and recommendations
Establishing and adhering to Service Level Agreements (SLAs) related to helpdesk support operations
Qualification
Required
All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation
A Bachelor's degree in computer science, information systems, engineering, business or other related field; OR
In lieu of a bachelor's degree, a total of 6–9 years of relevant technical support or application support experience may be substituted
4–7 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, with the ability to troubleshoot and escalate issues
Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment
Experience working with Jira and Confluence; familiarity with ServiceNow or similar systems
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
Preferred
One or more Salesforce developer certifications: Salesforce Admin, Developer I, Developer II, Platform App builder
Benefits
Full healthcare benefits
Company
eSimplicity
eSimplicity delivers game-changing digital services, healthcare IT and telecommunications solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Anhthu Nguyen
Founder and CEO
Nam Nguyen
Co-founder and COO
Recent News
Synergy ECP, LLC
2025-10-09
Company data provided by crunchbase