Remote IT Support Specialist — Salesforce & CHATS

Kavaliro; Denver (CO); On-site; USD 71,635,200 - 80,658,480; Full time

Job summary

Kavaliro is seeking a Help Desk Support II for a 12-month contract. The position is 100% remote but must sit in Colorado, supporting the CHATS system and related Salesforce activities.

You will handle incident management, reporting, and end-user support across Salesforce and Jira, with strong emphasis on documentation and cross-team collaboration. Applicants should bring at least three years of experience with Word, Excel, and Google Suite, plus solid analytical, troubleshooting, and

Qualifications

• Three years of experience with Microsoft Word, Excel, and Google Suite.
• Excellent analytical and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent verbal and written communication skills.
• Accurate, thorough, and detail-oriented.
• Efficient with time-sensitive projects.
• Preferred: Three years of experience with Salesforce CRM and Jira.
• Preferred: Functional understanding of the CHATS application.
• Preferred: Salesforce Administrator Certification in progress.

Responsibilities

• Manage the support emails and calls from internal and external system users.
• Update issue tracking systems with information from service desk reports.
• Create and/or provide reports to groups interested in this information.
• Assign incident work items to team members as needed.
• Provide Salesforce and Salesforce third-party application support to internal and external users on CHATS technology issues.
• Follow up with users via email, phone, or webinar to gather information, identify, and resolve technical problems related to the CHATS Salesforce application.
• Document, track, and monitor technical issues to ensure timely resolution.
• Submit and track user-reported issues in the incident management system(s).
• Ensure incidents are assigned the correct priority, category, and impact.
• Validate user-reported bugs and system issues, and identify root causes.
• Escalate and assign incidents beyond Tier 1 to the appropriate internal or external technical team resource, ensuring completion.
• Document incidents with steps to reproduce expected outcomes, providing sufficient detail for administrators or developers.
• Communicate with end users to inform them of known system issues and resolution status.
• Identify duplicate issues or bugs and establish relationships with parent tickets.
• Maintain status of work items as they progress through the bug/issue life cycle.
• Document issue resolution to update FAQs and user guides.
• Update internal and external users on the status of their incident or bug requests.
• Adhere to and communicate the standard process for issue identification and resolution.
• Inform end users of system changes, clarifications, technical assistance, and updates to current processes based on reported or resolved issues.
• Participate in testing and validation activities.

Skills

Analytical skills

Troubleshooting

Communication skills

Teamwork

Independent work

Time management

Education

Salesforce Administrator Certification in progress

Tools

Microsoft Word

Excel

Google Suite

Salesforce CRM

Jira

CHATS application

Job description

Kavaliro is seeking a Help Desk Support II for a 12-month contract. The position is 100% remote but must sit in Colorado, supporting the CHATS system and related Salesforce activities.

You will handle incident management, reporting, and end-user support across Salesforce and Jira, with strong emphasis on documentation and cross-team collaboration. Applicants should bring at least three years of experience with Word, Excel, and Google Suite, plus solid analytical, troubleshooting, and