Software Support Analyst

Job Title: Helpdesk Specialist

Duration: 11 months (until end of FY26 – June 30, 2026)

Location: Boston, MA 02110(Hybrid- 2-3 days/week mandatory in the office in Boston)

JOB DESCRIPTION:

• 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 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.

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.

Location Details

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.

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.