Help Desk Analyst (Salesforce) - Censeo Consulting Group

Help Desk Analyst (Salesforce)

The Company:
Censeo Consulting Group is a top Washington D.C. based management consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and lower cost. We take a personalized approach to strategic consulting to solve our clients’ most complex problems and build operational excellence that transforms their organizations, allowing them to better deliver on their public and social missions. 

At Censeo, our award-winning culture means you’ll join a tight-knit community of 75 brilliant and passionate colleagues. We are advocates for a better functioning public sector, and we’re also good friends who know the names of each other’s dogs. Our philosophy is horizontal, not hierarchical, and our open-door policy encourages a culture of entrepreneurship at all levels. We share successes, make decisions together, and foster an environment for those with initiative to lead. Our colleagues bring their own unique personalities to work every day and use them to help shape our growing firm in ways that reach far beyond client projects. 

The Position:
We are looking for eager, driven candidates to help solve our client’s complex problems and guide them towards operational success. As a Help Desk Analyst (Salesforce) with Censeo, you will support the Economic Development Administration (EDA) and provide Salesforce help desk services to stakeholders. In this role, your responsibilities may include:

• Triage and troubleshoot customer issues in an organized and timely manner
• Consult with individuals to provide support for specific Salesforce issues or projects 
• Provide strong customer orientation, excellent conflict management, and problem-solving support
• Position self as trusted Salesforce resource for stakeholders across the agency
• Follow up on completed tasks to ensure end-user satisfaction and acceptance
• Identify inefficiencies and make recommendations for Help Desk process changes as needed
• Track progress against all associated activities and performance measures
• Participate in knowledge sharing efforts within project team and across the agency
• Manage and prioritize multiple competing tasks to deliver an exceptional customer experience

The Ideal Candidate: 
At Censeo, we are looking for unique candidates whose passion and enthusiasm will help shape Censeo’s client insights and workplace culture. Our staff have a wide range of backgrounds, areas of expertise, personality types, and favorite breakfast foods. Our client and cultural successes are rooted in our team’s innovation, creative problem solving, and collaboration. We believe a successful Help Desk Analyst (Salesforce) will have: 

• BA/BS from an accredited institution
• Experience providing support in a help desk environment, including at least one year of Salesforce support
  • Junior level: 1 years of experience
  • Senior level: 3 years of experience
• Experience working with Federal Government or private sector clients (Preferred)
• Demonstrated proficiency in working with Salesforce platforms, including familiarity with various Salesforce products such as Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud
• Ability to troubleshoot and resolve technical issues related to Salesforce configurations, workflows, customizations, and integrations,  often under time constraints
• Ability to collaborate with cross-functional teams, including Salesforce administrators, developers, and business stakeholders, to resolve complex issues and implement enhancements
• Strong organizational skills to prioritize and manage multiple support requests effectively, ensuring timely resolution and adherence to service level agreements (SLAs)
• Effective communication skills with an ability to explain technical concepts and instructions to users with varying levels of technical expertise
• Meticulous attention to detail to accurately document issues, solutions, and user interactions in help desk tickets or support documentation
• Willingness and ability to continuously learn and stay updated on new Salesforce features, best practices, and industry trends
• Basic analytical skills to interpret data, identify trends, and provide insights to improve Salesforce usage and user experience

The Location:
Censeo Consulting Group is based in Washington D.C., a fantastic city for working professionals. We work in a hybrid setting with flexibility to work from home and work in our office conveniently located in the heart of downtown, just a few blocks away from the White House. And with many of our clients also based in D.C., we have the luxury of leaving for a meeting and being back in the office in time for post-work happy hours, team dinners, and game nights.

The Fine Print:
This is an exempt, full-time position
Essential Physical Functions:

• Sitting: Particularly for sustained periods of time
• Light Carrying: Physically transporting items weighing less than 15 pounds from one location to another

Censeo offers a competitive compensation and benefits package, including paid vacation and sick leave, flexible and remote work opportunities, and tuition and training reimbursement. More information on our benefits and perks can be found at https://www.censeoconsulting.com/about/join-us/.  

Censeo is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination on the basis of race, color, age, gender, religion, national origin, disability, protected veteran status, or any other class protected by applicable state or federal law. 

Join Our Award-Winning Culture!
Our passion wins awards. But don’t just take it from us… 
2023 Vault #9 Best Consulting Firm for Work/Life Balance 
2023 Vault #23 Best Consulting Firm for Overall Diversity
2023 Management Consulted #3 Best Boutique Firms in Washington DC
2022 Vault #41 Best Overall Consulting Firm to Work For
2020 Vault #21 Best Boutique Consulting Firm 
2019 Ivy Exec #7 Best Boutique Consulting Firm 
2018 Consulting Magazine Best Small Firms to Work For  
2017 Vault #12 Best Boutique Consulting Firm 
2016 Forbes Best Management Consulting Firms in America 
2015 Washington Business Journal’s Philanthropy List 
#LI-Hybrid

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