Service Desk Analyst (Tier 2) Application Support

E.K. Associates is seeking a Support Analyst for Tier-1 and Tier-2 service desk application support for a large-scale Salesforce SaaS rollout supporting a government client. This hybrid role is focused on assisting end users through Production Simulation, Go-Live, and stabilization, including incident handling, escalation, and knowledge sharing.

Role Responsibilities

• Deliver centralized Tier-1 and Tier-2 support to users through phone, email, and ticketing systems
• Troubleshoot and resolve issues involving system access and authentication
• Troubleshoot and resolve issues related to navigation and workflow guidance within Salesforce
• Support user problems involving data entry, record updates, and document management
• Address browser compatibility concerns and general system usage questions
• Log, track, and manage incidents and service requests using the client ticketing system (for example, Cherwell)
• Categorize, prioritize, and document tickets according to established service desk procedures
• Use knowledge articles and documented processes to resolve known issues
• Escalate complex or unresolved issues to Tier-2 and Tier-3 support teams as needed
• Communicate ticket status, resolution steps, and follow-ups to users
• Coordinate with Government client Service Desk staff and the Implementation Team
• Collaborate with Over-The-Shoulder Support Analysts when applicable
• Contribute to knowledge management by documenting common issues, solutions, and troubleshooting steps
• Support high-volume periods during Go-Live and stabilization while maintaining service quality and responsiveness

Required Qualifications

• 3–5 years of experience in Tier-1 and Tier-2 service desk or technical support within an enterprise environment
• Strong customer service and communication skills, including the ability to support users with varying technical proficiency
• Experience with ticketing systems such as Cherwell, ServiceNow, ServiceCloud, or similar platforms
• Experience supporting SaaS applications, preferably Salesforce or similar CRM platforms
• Ability to troubleshoot application, access, and navigation issues and clearly guide users through resolution
• Familiarity with IT Service Management (ITSM), including incident management and escalation procedures
• Ability to operate effectively in a fast-paced, high-demand environment during critical rollout periods

Technologies

• Salesforce
• Cherwell
• ServiceNow
• ServiceCloud

Preferred Qualifications

• Experience supporting Salesforce or other enterprise SaaS platforms
• Experience supporting large-scale system implementations or public-sector environments
• Experience supporting end-user adoption during system rollouts
• Exposure to knowledge management tools and processes

Work Environment and Availability

• Availability to support business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization
• Ability to work in Pacific Time (PT) hours
• Participation in structured onboarding and system training prior to deployment
• Optional onsite support may be available based on project needs, user demand, or critical Go-Live activities

Benefits

• Health insurance
• Paid time off

Compensation and Location

Location: Los Angeles, CA (hybrid)

Pay: USD 25–30 per hour

Minimum Experience: 3 years

Key Success Factors

• Strong problem-solving and troubleshooting skills
• Ability to provide clear, calm, effective user guidance
• High attention to detail in ticket documentation and resolution
• Ability to manage multiple tickets while maintaining quality and responsiveness
• Commitment to supporting user adoption and delivering a positive end-user experience

Position Impact

• Timely resolution of user issues
• Smooth system adoption during rollout
• Consistent, high-quality user support across the government client