Salesforce Service Desk Analyst - Tier 1/2 (Remote)

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

Benefits offered by this job

Flexible Time Off

Paid holidays

Wellness program

Insurance (health, dental, vision,life

HSA

Parental Bonding Leave

401(k)

Job summary

Sikich LLP is seeking an experienced Support Analyst to deliver centralized Tier 1 and Tier 2 Service Desk support for a large Salesforce SaaS rollout for a government client in the US. You’ll be the first point of contact via phone, email, and tickets, ensuring fast, high-quality resolutions and minimal disruption.

The role emphasizes supporting child welfare-related programs with strong ITSM discipline, during Production Simulation, Go-Live, and stabilization phases.

Qualifications

• 3–5 years of experience providing Tier 1 and/or Tier 2 Service Desk or technical support in an enterprise environment.
• Strong customer service and communication skills with the ability to support users with varying levels of technical proficiency.
• Experience with ticketing systems such as Cherwell, ServiceNow, or similar platforms.
• Experience supporting SaaS applications, preferably Salesforce or similar CRM platforms.
• Ability to troubleshoot application, access, navigation, and workflow issues and clearly guide users through resolution.
• Familiarity with IT Service Management (ITSM) practices, including incident management, service request management, documentation, and escalation procedures.

Responsibilities

• Provide Tier 1 and Tier 2 support to end users via phone, email, and ticketing systems.
• Log, track, and manage incidents and service requests using the client's ticketing system (e.g., Cherwell).
• Categorize, prioritize, and document tickets in accordance with established Service Desk and ITSM procedures.
• Resolve known issues using knowledge articles, job aids, FAQs, and documented troubleshooting procedures.
• Provide guidance on system functionality and business workflows to help users successfully complete their day-to-day activities.
• Escalate complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams.
• Communicate effectively with users regarding ticket status, troubleshooting steps, resolutions, and required follow-up.
• Collaborate closely with government client Service Desk staff, Implementation and Training teams, Over-the-Shoulder Support Analysts, and technical and higher-tier support teams.
• Identify recurring user issues and trends and communicate them to the appropriate project teams.
• Contribute to knowledge management by documenting common issues, resolutions, and troubleshooting procedures.
• Support high-volume periods during Go-Live and stabilization while maintaining service quality and responsiveness.

Skills

Tier 1/2 Support

Customer service

Communication

ITSM

Ticketing systems

SaaS support

Tools

Cherwell

ServiceNow

Job description

Sikich LLP is seeking an experienced Support Analyst to deliver centralized Tier 1 and Tier 2 Service Desk support for a large Salesforce SaaS rollout for a government client in the US. You’ll be the first point of contact via phone, email, and tickets, ensuring fast, high-quality resolutions and minimal disruption.

The role emphasizes supporting child welfare-related programs with strong ITSM discipline, during Production Simulation, Go-Live, and stabilization phases.