Helpdesk Specialist

Trillium Profession is now seeking a Helpdesk Specialist in Boston for a Hybrid role!

The Helpdesk Specialist provides Tier 1 technical support and application administration for the software systems, including Salesforce-based platforms. This role combines help desk responsibilities with user support, system maintenance, and process improvement, all delivered with a strong customer service orientation.

Responsibilities:

• Administer and support the Salesforce platform and other Licensing, Permitting, and Inspection (LPI) software applications.

• Perform user account creation, deactivation, and permissions management.

• Provide technical support to internal users and members of the public using customer portals.

• Respond to inquiries from DOL staff and constituents via the support mailbox or other technical help channels.

• Troubleshoot and fix end user support problems - working to resolve them via phone and Teams.

• Escalate complex issues to Tier 2/3 or external support teams as needed.

• Create ad hoc reports based on business requirements using Salesforce or related tools.

• Participate in user acceptance testing and report findings according to established protocols. This may occasionally entail testing after hours and on weekends during system upgrades or maintenance windows.

• Assist in developing user training materials such as job aids and quick reference guides.

• Conduct data quality checks, de-duplication, and account merges to ensure system integrity.

• Document processes and contribute to business process improvement efforts.

• Perform other related duties and special projects, as assigned by your management team.

This is a contract role and can be hybrid, with 2-3 days/week mandatory in the office in Boston - with the specific days defined by your manager. Schedule is 8:45 AM - 5 PM M-F. Pay is $41/hour.

Preferred Knowledge, Skills & Abilities:

• 2-4 years of experience in a technical support, application support, or help desk role - working with internal users and customers.

• Experience administering or supporting Salesforce or similar enterprise systems (Salesforce Administrator certification preferred).

• Strong troubleshooting and problem-solving skills, with a focus on user satisfaction.

• Excellent communication skills with the ability to translate technical issues into plain language.

• Familiarity with Agile principles, QA processes, and basic reporting tools.

• Experience supporting both internal staff and external (public-facing) users preferred.

• Ability to manage multiple tasks and prioritize in a dynamic, team-oriented environment.

• Familiarity with Salesforce implementations and/or large cloud-based system deployments a major plus.

• Advanced proficiency with Microsoft Office 365, Teams, SharePoint Online, OneDrive.

• Experience working with Jira, Copado, and backup and archive tools strongly preferred.

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.