Help Desk Engineer

Job overview

The Help Desk Engineer role is remote within the Eastern time zone, with expected hours of 9:00 AM–5:00 PM Eastern unless otherwise directed. The posting states pay of $84,700–$94,500 per year. eSimplicity partners with government agencies to improve services and support the well-being of the public. The role exists to provide Tier 2 technical support for Salesforce applications and help maintain reliable, usable systems for government clients. It diagnoses and resolves incidents, manages access requests, documents support work, collaborates with developers and product owners, validates releases, and identifies recurring issues and process improvements.

What you'll do

• Provide Tier 2 support for Salesforce issues under established procedures and SLAs
• triage, diagnose, troubleshoot, resolve, and escalate issues
• document troubleshooting, resolutions, communications, and ticket status
• maintain runbooks, knowledge articles, guides, and training materials
• collaborate with developers, product owners, and technical teams
• administer user access, roles, and permissions
• participate in testing and validation of features and releases
• communicate request status to users
• identify recurring issues and improvement opportunities
• maintain support records
• monitor and improve help desk performance standards.

What we're looking for

Skills & competencies

help desk engineer

remote

eastern time zone

esimplicity

$84,700–$94,500/year

salesforce

tier 2 support

technical support

incident resolution

user access administration

jira

confluence

public trust clearance

occasional travel under 5%

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage
• 401(k)
• paid time off
• paid holidays
• life and disability insurance
• wellness and employee support programs.

Why this role

Requires public trust clearance; candidates must meet the stated U.S. citizenship or foreign-national clearance conditions. Occasional travel for training and project meetings is estimated at less than 5% per year.

About the employer

eSimplicity is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.