Remote Salesforce Service Desk Analyst (Tier 1–2)

Sikich; Los Angeles (CA); On-site; USD 28,000 - 55,000; Full time

Benefits offered by this job

Flexible Time Off

Paid holidays

Wellness program

Health insurance

Dental insurance

Vision insurance

Life Insurance

HSA employer contribution

Parental Bonding Leave

401(k)

Job summary

Sikich is seeking experienced Support Analysts to provide centralized Tier 1 and Tier 2 Service Desk support for a Salesforce SaaS rollout. Focused on government client staff during Production Simulation, Go-Live, and stabilization phases, this role requires clear communication, timely issue resolution, and coordination with multiple teams.

Primarily remote with PT hours and possible onsite as needed. Ideal candidates will have 3–5 years of enterprise Service Desk experience, familiarity with

Qualifications

• 3–5 years of Tier 1/2 service desk experience in an enterprise environment.
• Strong customer service and communication skills with varying user proficiency.
• Experience with ticketing systems such as Cherwell or ServiceNow.
• Experience supporting Salesforce or similar SaaS platforms.

Responsibilities

• Provide Tier 1 and 2 support via phone, email, and ticketing systems.
• Troubleshoot access, navigation, and workflow issues in Salesforce.
• Log and manage incidents per ITSM procedures.
• Escalate complex issues to Tier 2/3 teams.
• Collaborate with government client staff and Training teams.

Skills

Customer service

Communication

Ticketing systems

SaaS support

Tools

Cherwell

ServiceNow

Job description

Sikich is seeking experienced Support Analysts to provide centralized Tier 1 and Tier 2 Service Desk support for a Salesforce SaaS rollout. Focused on government client staff during Production Simulation, Go-Live, and stabilization phases, this role requires clear communication, timely issue resolution, and coordination with multiple teams.

Primarily remote with PT hours and possible onsite as needed. Ideal candidates will have 3–5 years of enterprise Service Desk experience, familiarity with