Service Desk Analyst - Staff Mandatory Qualifications (SMQs)

Senior Service Desk Analyst – Staff Mandatory Qualifications (SMQs) (US - Sacramento, CA) Responsibilities Provide ITSM technical support for a large‑scale enterprise service desk environment. Utilize AWS Connect and Salesforce Service Cloud Voice to manage incidents, service requests, and customer interactions. Troubleshoot and resolve hardware, software, network, and application issues. Monitor and prioritize tickets to ensure timely resolution and SLA compliance. Escalate complex issues to appropriate support teams and coordinate resolution efforts. Maintain accurate documentation, knowledge articles, and ticket records. Deliver exceptional customer service and technical support to end users. Support continuous improvement initiatives and ITIL‑based service management processes. Qualifications Minimum 2 years of full‑time experience providing ITSM technical support on a service desk for enterprise IT organizations supporting at least 5,000 end users. Minimum 1 year of full‑time experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool. Current ITIL Certification required. Bachelor's degree required. Strong communication and collaboration skills, with a demonstrated ability to engage effectively with technical and non‑technical stakeholders. Familiarity with agile / scrum methodology. Proven ability to lead a cross‑functional team. Strong written and verbal communication skills. Ability to travel as needed. Salary In compliance with this state's pay transparency laws, the salary for this role is $65,000. This is not a guarantee of compensation or salary, as the final offer amount may vary based on experience and geographic location. Core Values & Skills Values driven – you embody and model absolute integrity and servant leadership, and you have a bias for action and continuous innovation. Uncompromising problem solver – you see opportunities in every business challenge and can develop, articulate and implement solutions. Collaboration – you are a relationship builder across all levels of the organization and across all business units. Instills trust – you do what you say, without ego, and you follow through on commitments consistently and credibly. Impact & influence – you are relentlessly focused on making a difference and can gain support for ideas, proposals and solutions. You get others to act, with or without formal authority, to advance initiatives and objectives. Benefits Flexible Time Off (FTO) Policy: FTO is activated on your first day with our organization. Paid holidays and weekends may be coordinated with client and project work as appropriate. Comprehensive wellness program with incentives and rewards. Flexible work arrangements. Health, dental, vision, life, and accident/death/disability insurance options. HSA employer contribution. Nine paid holidays annually. Robust paid Parental Bonding Leave covering birth, adoption, and foster children. 401(k) with employer contributions. CPA bonus with paid exam and study days. Tuition reimbursement. Generous employee referral bonus program. Client referral bonus program. Pet insurance. FORCE – community volunteer program enabling up to four hours of paid time annually to volunteer. Equal Opportunity Employer M/F/D/V Sikich is an Equal Opportunity Employer. Sikich practices in an alternative practice structure in accordance with the AICPA Professional Code of Conduct and applicable law, regulations, and professional standards. Sikich CPA LLC is a licensed CPA firm that provides audit and attest services to its clients, and Sikich LLC and its subsidiaries provide tax and business advisory services to its clients. Sikich CPA LLC has a contractual arrangement with Sikich LLC under which Sikich LLC supports Sikich CPA LLC's performance of its professional services. Sikich LLC and its subsidiaries are not licensed CPA firms. "Sikich" is the brand name under which Sikich CPA LLC and Sikich LLC provide professional services. The entities under the Sikich brand are independently owned and are not liable for the services provided by any other entity providing services under the Sikich brand. The use of the terms "our company", "we" and "us" and other similar terms denote the alternative practice structure of Sikich CPA LLC and Sikich LLC. #J-18808-Ljbffr Sikich LLC