Support Analyst (Tier 1 & Tier 2 Service Desk (State Consulting)

Sikich • Los Angeles, CA

6d • $20 - $40 • Remote

About The Position

Sikich is seeking experienced Support Analysts to provide centralized Tier 1 and Tier 2 Service Desk support for the implementation of a large-scale Salesforce SaaS application. This role will support government client staff during Production Simulation, Go-Live, and stabilization phases of the rollout. Support Analysts will serve as the first point of contact for end users, providing timely, high-quality support through phone, email, and ticketing channels to ensure successful system adoption and minimize operational disruption. Prior experience supporting child welfare programs, child welfare professionals, or California's Child Welfare Services – California Automated Response and Engagement System (CWS-CARES) is highly desired. This position is scheduled to end on January 31, 2027, with the possibility of an extension.

Requirements

• 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.
• Ability to work effectively in a fast-paced, high-demand environment during critical rollout periods.
• Must be available to support business hours, with flexibility for after-hours and weekend support during Go-Live and stabilization phases.
• Must be able to work Pacific Time (PT) hours.
• Participation in structured onboarding and system training is required prior to deployment.

Nice To Haves

• Prior experience supporting child welfare programs, agencies, or professionals is highly desired.
• Experience with the California CWS-CARES project is highly desired.
• Familiarity with California child welfare business processes, terminology, case management workflows, or child welfare systems is a strong plus.
• Experience supporting social workers, caseworkers, supervisors, county staff, or other health and human services professionals in an enterprise technology environment.
• Experience supporting Salesforce or other enterprise SaaS platforms.
• Experience supporting large-scale system implementations, particularly within government, public-sector, health and human services, or county environments.
• Experience providing Service Desk support during Production Simulation, Go-Live, hypercare, or stabilization periods.
• Experience supporting end-user adoption during large-scale system rollouts.
• Exposure to knowledge management tools and processes.
• There may be opportunities for onsite support based on project needs, user demand, or critical Go-Live activities.

Responsibilities

• Provide Tier 1 and Tier 2 support to end users via phone, email, and ticketing systems.
• Troubleshoot and resolve user issues related to system access and authentication, navigation and workflow guidance within the Salesforce application, data entry, record updates, document management, browser compatibility, and general system usage.
• 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.

Benefits

• Competitive compensation
• Health, dental, vision, life, and accident/death/disability insurance options
• HSA employer contribution
• Flexible Time Off (FTO) Policy
• Nine (9) paid holidays annually
• A robust paid Parental Bonding Leave program covering birth, adoption, and foster children.
• 401(k) with employer contributions
• CPA bonus with four (4) paid exam days & four (4) paid study days.
• Tuition reimbursement
• Generous employee referral bonus program
• Client referral bonus program
• Pet insurance
• FORCE – Sikich community volunteer program enabling each team member to use up to four hours of paid time annually to volunteer and make a difference in their local communities.
• Comprehensive wellness program
• Flexible work arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed