Helpdesk Analyst

Erickson Immigration Group is seeking a proactive and technically skilled Helpdesk Analyst with hands-on experience in Salesforce administration and a strong foundation in ITSM and helpdesk methodologies. This role is ideal for someone who thrives in a fast-paced support environment and is passionate about delivering high-quality service to users. Exposure to Azure cloud technologies is highly desirable, and knowledge of Azure cloud would be considered an added asset. This is a hybrid role that requires you to work from our Arlington, VA office 3 days per week.

Primary Responsibilities:

Provide Level 1 and Level 2 support for Salesforce-related issues, including user access, permissions, and basic configuration.
Troubleshoot and resolve helpdesk tickets related to Salesforce and other enterprise applications.
Maintain and manage Experience Cloud sites, SSO configurations, and user roles.
Collaborate with the Salesforce admin team to escalate and resolve complex issues.
Create and maintain dashboards and reports to support business operations.
Apply ITSM principles to manage incidents, service requests, and problem resolution.
Document support procedures and contribute to the knowledge base.
Participate in continuous improvement initiatives for helpdesk operations.

Qualification Requirements:

Proven experience as a Helpdesk Analyst or IT Support Specialist.
Working knowledge of Salesforce administration (user setup, profiles, roles, flows, etc.).
Familiarity with Experience Cloud and SSO integration.
Strong understanding of ITSM frameworks (e.g., ITIL).
Excellent communication and problem-solving skills.
Ability to work independently and collaboratively in a team environment.
Exposure to Azure cloud technologies is a plus.

Benefits:

Firm-provided parking and metro allowance
Casual Work Attire
Paid Time Off, Mental Health Days, Paid Maternity/Paternity Leave, Paid Holidays, Bereavement Leave, and Jury Duty Leave
Affordable Medical/Rx, Dental, and Vision
Firm-provided Short- and Long-Term Disability and Group Life/AD&D insurance
Health Savings Account/Flexible Spending Accounts to help offset the costs of dependent care and/or healthcare expenses
401(k) Retirement Savings Plan, with generous employer match
Employee Referral Program

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Helpdesk Analyst