Senior Service Desk Analyst - Staff Mandatory Qualifications (SMQs)

Senior Service Desk Analyst – Staff Mandatory Qualifications (SMQs) Senior Service Desk Analyst – Staff Mandatory Qualifications (SMQs) – US, Sacramento, CA Position Summary Sikich is seeking a seasoned Staff Mandatory Qualifications (SMQs) professional to join our team. In this client‑facing role, the ideal candidate will configure and develop state‑of‑the‑art systems and solutions on Salesforce. 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. 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 final offer amount may vary based on factors including but not limited to experience and geographic location. Additional Skills / Experience 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 – paid time off available from the first day of employment. Paid holidays and time off during the last week of the calendar year when project work permits. Comprehensive wellness program with tracked activities and rewards. Health, dental, vision, life, and accidental/death/disability insurance options. HSA employer contribution. Nine paid holidays annually. Robust paid parental bonding leave program covering birth, adoption, and foster children. 401(k) with employer contributions. CPA bonus with four paid exam days and four paid study days. FORCE – community volunteer program allowing up to four hours of paid time annually to volunteer. Equal Opportunity Employer Sikich is an Equal Opportunity Employer M/F/D/V. #J-18808-Ljbffr