Help Desk Engineer

About Us 

eSimplicity is modern digital services company that delivers innovative federal and commercial IT solutions designed to improve the health and lives of millions of Americans while defending our national interests. eSimplicity's people-centric approach aims to transform the American healthcare experience through innovative technologies. Our team’s experience spans various federal civilian customers on diverse projects across its core competencies. We prioritize protecting our community by aiding the government’s cloud migration, prototyping artificial intelligence models to identify fraudulent Medicare claims, and accelerating data report delivery for healthcare providers to improve quality of care for patients. 

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 

Required Qualifications: 

• 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. 
• Bachelor's degree in computer science, engineering, or related field 
• 5+ years of Salesforce development and administrative experience 
• 3+ years of help desk experience 
• Experience with Atlassian Jira/Confluence 
• Familiar with ServiceNow support ticketing system 
• Strong knowledge of Salesforce platform features, including Apex, Visualforce, Lightning, and Salesforce APIs 
• Excellent problem-solving skills and the ability to troubleshoot technical issues 
• Exceptional customer service skills, with a focus on empathy, patience, and clear communication 
• Experience with creating user documentation and delivering training sessions 
• Strong organizational skills and the ability to manage multiple support requests simultaneously 
• Ability to work independently and as part of a team 
• Ability to obtain and maintain a Public Trust; residing in the United States

Desired Qualifications: 

• One or more Salesforce developer certifications: Salesforce Admin, Developer I, Developer II, Platform App builder 

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager. 

Occasional travel for training and project meetings. It is estimated to be less than 5% per year. 

Benefits: 

We offer a highly competitive salary and healthcare benefits. 

Equal Employment Opportunity: 

eSimplicity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.