Intermediate Quality Assurance Analyst & Help Desk Specialist

Intermediate Quality Assurance Analyst & Help Desk Specialist#26-07693 Everett, MA All On-site Job Description We are seeking a detail-oriented QA Analyst/Helpdesk Specialist to support and maintain Salesforce-based applications. This position encompasses functional testing, production support, and end-user assistance to ensure high system reliability, data integrity, and an exceptional user experience for internal and external stakeholders. The successful candidate will demonstrate proficiency with Salesforce reports and dashboards, user management, and foundational administrative tasks, complemented by strong analytical, troubleshooting, and professional communication skills

Position Duties/Responsibilities:

Quality Assurance (QA):

• Perform functional and regression testing on Salesforce applications.
• Develop and execute test cases, test plans, and test scenarios.
• Validate reports, dashboards, workflows, flows, and automation.
• Log, track, and verify defects through resolution.
• Coordinate testing efforts with business users and developers.
• Support release validation in Sandbox, UAT, and Production environments.

Helpdesk & Production Support:

• Serve as first-level support for internal and external users with defined SLA targets for response and resolution times.
• Guide users step-by-step through system processes.
• Troubleshoot login issues, access problems, and data discrepancies.
• Manage and triage support tickets (Tier 1 and Tier 2).
• Monitor application health and escalate issues when required.
• Assist users with navigation, reporting, and system usage.
• Create user guides, FAQs, and knowledge base articles.

Salesforce Administration Support:

• Create and manage users, roles, profiles, and permission sets.
• Assist with report and dashboard creation and updates.
• Perform data validation and basic data maintenance.
• Support user onboarding and training.
• Maintain documentation for processes, configurations, and known issues.

Minimum Qualifications (Please add minimum education requirement here):

Required Qualifications:

• Minimum education requirement: Bachelor's degree in computer science, information technology, or a closely related field
• 3-6 years of professional experience in QA and/or helpdesk support.
• Practical, hands-on experience working with the Salesforce and QA platforms.
• Proficiency with Salesforce reports and dashboards, user management (profiles, roles, permission sets), and basic Salesforce administration.
• Strong understanding of QA methodologies.
• Familiarity with Salesforce data import/export tools (such as Data Loader).
• Experience working with ticketing systems such as Jira, ServiceNow, or similar tools.
• Excellent analytical and problem-solving abilities.
• Strong written and verbal communication skills.
• Experience providing support to Experience Cloud / Community users.

Preferred Qualifications:

• Salesforce Administrator Certification (preferred but not required).
• Experience providing support to Experience Cloud / Community users.
• Knowledge of Salesforce Flows and basic automation capabilities.
• Experience working in the public sector or education domain is a plus

EEO:

- Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans