IT Support Specialist (Salesforce Application Support)

Providing IT Support Specialist will support IT Technology teams, using their internal Automated Tracking System (CHATS) to assist with internal and external end-user technical support, incident management, end-user issue testing, and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira., Provides Salesforce and Salesforce third-party application support to to internal and external users on CHATS technology issues and identifies, researches, and resolves technical problems. Managing the support emails and calls from internal and external system users Updating Issue tracking systems with information from service desk reports Creating and/or providing reports to groups interested in this information and, assigning incident work items to team members as needed. Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve technical problems related to the CHATS Salesforce application. Documents, tracks, and monitors technical issues to ensure a timely resolution. Submits and tracks user-reported issues in the incident management system(s) Ensure the incident is assigned the correct priority, category, and impact Validates user-reported bugs and system issues and identifies the root cause Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed. Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution. Communicates with end users to inform them of known system issues and issue resolution Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket. Assists with maintaining status on work items as things move through the bug/issue life cycle. Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides. Updates internal and external users on the status of their incident/bug requests. Adhere to and inform the standard process for issue identification and resolution Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved Participates in testing and validation activities.

3+ years of IT Help Desk, Technical Support, or Application Support experience 3+ years of experience with Microsoft Word, Excel, and Google Workspace Experience supporting end users in a Microsoft Windows and web-based application environment Experience troubleshooting software, application, and user access issues Experience using incident management or ticketing systems (Jira, Salesforce Help Desk, ServiceNow, Zendesk, or similar) Experience documenting, tracking, prioritizing, and resolving support tickets Ability to identify, troubleshoot, validate, and reproduce application defects before escalating to technical teams Experience providing customer support via phone, email, and virtual meetings Strong analytical, problem-solving, and troubleshooting skills Excellent written and verbal communication skills Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment Experience creating technical documentation, user guides, FAQs, or knowledge base articles Ability to work independently and collaboratively within a team

DESIRED SKILLS: Experience supporting Salesforce CRM applications Experience using Jira for issue tracking and defect management Salesforce Administrator Certification (or currently pursuing certification) Experience participating in software testing, User Acceptance Testing (UAT), or issue validation Knowledge of the Child Care Automated Tracking System (CHATS) application

3.6 Denver, CO 80203 Remote $30 - $35 an hour

Contract, Calance Consultant Benefits Offerings:

• EPO/PPO Medical Plans
• HMO/PPO Dental programs

• Vision - VSP (Vision Plan Summary)

• 401K Retirement vesting program (VOYA)
• Paid Bi-Weekly/Direct Deposit
• Flex Spending Plan
• Voluntary Life, AD&D, STD or LTD plans