Helpdesk Analyst

Overview

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.

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.

Qualifications

Benefits

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