Support Analyst (Tier 1 and Teir 2 Service Desk)

Job Description

Job Description

Job Title: Support Analyst (Tier 1 Service Desk – Hybrid must come into Los Angeles Office)

Overview

E.K. Associates 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 minimal operational disruption.

Key Responsibilities:

• Provide Tier-1 and Tier-2 support for 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, and 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 all tickets in accordance with established service desk procedures
• Resolve known issues using knowledge articles and documented processes
• Escalate complex or unresolved issues to Tier-2 and Tier-3 support teams as needed
• Communicate effectively with users regarding ticket status, resolution steps, and follow-ups
• Collaborate with:
• • Government client Service Desk staff
  • Implementation Team
  • Over-The-Shoulder Support Analysts (if 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 in an enterprise environment
• Strong customer service and communication skills with the ability to support users of varying 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, and navigation issues and clearly guide users through resolution
• Familiarity with IT Service Management (ITSM) practices, including incident management and escalation procedures
• Ability to work in a fast-paced, high-demand environment during critical rollout periods

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

• Primarily remote role
• 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 in Pacific Time (PT) hours
• Participation in structured onboarding and system training required prior to deployment
• There may be opportunities for optional onsite support based on project needs, user demand, or critical Go-Live activities

Key Success Factors

• Strong problem-solving and troubleshooting skills
• Ability to provide clear, calm, and 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

This role is critical to ensuring:

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

For over 10 years, E.K. Associates has been successful in solving complex problems across diverse areas of applications. We have gained the knowledge and proven abilities to assess our clients’ needs and provide the broadest assortment of technical options, to derive the most effective solution. In addition, E.K. has been awarded the Local Business Preference designation by the City of Los Angeles. We are a certified MBE/WBE/SBE/DBE company.

Company Description

For over 10 years, E.K. Associates has been successful in solving complex problems across diverse areas of applications. We have gained the knowledge and proven abilities to assess our clients’ needs and provide the broadest assortment of technical options, to derive the most effective solution. In addition, E.K. has been awarded the Local Business Preference designation by the City of Los Angeles. We are a certified MBE/WBE/SBE/DBE company.