Salesforce IT Operations Administrator

SofterWare

1d•$90,000 - $100,000•Remote

About The Position

The Salesforce IT Operations Administrator is a hybrid role designed to strengthen both Salesforce operations and IT Helpdesk support for SofterWare’s 220+ employee, remote-first organization across the U.S. and Canada. This position combines Salesforce Administrator responsibilities with Tier 1 IT Helpdesk and operational support, serving as a critical support resource between the Salesforce team and IT Operations. The primary objective of this role is to improve system reliability, data quality, and user experience by handling first-level Salesforce administration tasks while assisting the team with project deliverables and SSIS automation tasks. Additional responsibilities include assisting the IT Helpdesk with onboarding/offboarding support, system documentation, and addressing Helpdesk tickets when overflow support is required. By absorbing operational and first-level work, this role enables senior Salesforce and IT Engineering staff to focus on strategic initiatives, system improvements, and more complex escalations. A typical day involves working in a remote environment, responding to Salesforce and IT support tickets, addressing SSIS integration issues, provisioning users, supporting integrations, assisting with device and application setup, documenting processes, and collaborating closely with the Salesforce Senior Administrators, Desktop Engineer, and Helpdesk Analyst.

Requirements

Technical Skills: Working knowledge of Salesforce administration concepts, IT systems, endpoints, and SaaS applications. Ability to troubleshoot common issues and follow established procedures.
Communication: Clear and professional communication skills across chat, email, video, and phone. Ability to explain technical concepts to non-technical users.
Customer Service: Demonstrates patience, empathy, and a user-first mindset when supporting employees.
Organizational Skills: Strong attention to detail, ability to document processes clearly, and manage multiple tasks and priorities.
Analytical / Troubleshooting: Ability to identify root causes, follow troubleshooting steps, and know when to escalate issues appropriately.
Collaboration: Works effectively with Salesforce administrators, IT engineers, and business stakeholders.
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
1–3 years of experience in a Salesforce, IT support, or systems administration role (entry- to early-intermediate level).
Salesforce Administrator experience or training strongly preferred.

Nice To Haves

Salesforce Administrator (preferred)
Microsoft 365 Fundamentals
A+ / Network+ / Security+ (preferred)

Responsibilities

Provide first-level Salesforce ticket resolution, including login issues, access problems, navigation questions, configuration support.
Manage Salesforce users, including profiles, roles, permissions, and licenses, ensuring appropriate access for all employees.
Monitor and assist with SSIS integrations between Salesforce and other systems, escalating issues as needed and serving as backup support for senior administrators.
Perform routine Salesforce data management tasks such as data validation, deduplication, and basic reporting.
Document Salesforce processes, configurations, and established workflows to support knowledge transfer and operational consistency.
Assist with Salesforce project work led by the senior Salesforce staff.
Perform user management tasks in Active Directory, Google Workspace, and other supported applications, in coordination with the Helpdesk Analyst.
Assist with application testing and validation for IT deployments and critical releases.
Provide Tier 1 Helpdesk support alongside the Helpdesk Analyst during busy periods and as an overflow resource. Responsibilities include addressing common hardware, software, and access-related issues.
Assisting with onboarding and offboarding activities across Salesforce and IT systems to ensure timely access provisioning and deprovisioning.
Actively working and maintaining department onboarding and offboarding checklists that include Salesforce, IT systems, and end-user applications.
Ensure new hires receive access to required systems within established applications
Assist with compliance-related tasks by ensuring proper access controls and documentation are maintained.
Support preparation and delivery of internal training sessions, such as Lunch & Learns or onboarding training, focused on Salesforce and IT tools.