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# Help Desk Support (Remote)

- **Company:** Gsk Solutions Inc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $60,320.0 - $62,400.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, JIRA, Salesforce.Com, Gsuite
- **Published:** July 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=bd450878f1df06fe

## About the Role

* Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite
 * Excellent analytical and troubleshooting skills
 * Ability to work both independently and as part of a team
 * Excellent verbal and written communication skills
 * Accurate, thorough, and detail-oriented
 * Efficient with time-sensitive projects

Preferred: Three years experience with using Salesforce Customer Resource Management (CRM) and Jira
Preferred: Functional understanding of the CHATS application
Preferred: Current Salesforce Administrator Certification in progress, * Salesforce Customer Resource Management (CRM): 2 years (Preferred)

 * Jira: 2 years (Preferred)
 * Functional understanding of the CHATS application: 2 years (Preferred)

## Description

Job Description: The selected individual shall be responsible for the following activities:

 * 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.
 * 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.


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