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

Support Analyst (Tier 1 & 2 Service Desk (US - Los Angeles, CA)

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.

What will you do in this role?

• 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.

What do you need to succeed in this role?

• 35 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.

Preferred Qualifications

• 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.

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 Pacific Time (PT) hours.
• Participation in structured onboarding and system training is required prior to deployment.
• There may be opportunities for 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, patient, and effective guidance to end users.
• Ability to understand and support both system functionality and business workflows.
• High attention to detail in ticket documentation, categorization, and resolution.
• Ability to manage multiple tickets while maintaining quality and responsiveness.
• Ability to quickly identify when an issue requires escalation.
• Understanding of the importance of providing timely and effective support to child welfare professionals performing critical day-to-day work.

Position Impact

• This role is critical to ensuring timely and accurate resolution of user issues, consistent Tier 1 and Tier 2 support during Production Simulation, Go-Live, and stabilization, increased user confidence and proficiency with the new system, effective identification and escalation of recurring technical and business-process issues, and smooth system adoption across the government client organization.

In compliance with this state's pay transparency laws, the base compensation range for this role is 20-30-40/hr. This is not a guarantee of compensation or salary, as final offer amount may vary based on several factors including but not limited to experience and geographic location. Compensation ranges for roles in our Government Services pillar are determined by contract with the specific government agency Sikich is servicing.

In addition, specific skills/experience required are as follows:

• 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.

About Sikich

Sikich offers the public and private sectors a diverse platform of professional services across consulting, technology, and compliance. Highly specialized and hands-on teams deliver integrated solutions rooted in deep industry experience. Our approach is strategically and thoughtfully designed to help our clients, teams and communities accelerate success.

Sikich Total Rewards

Our team members enjoy expansive benefits ranging from competitive compensation and insurance options to wellness programs and a flexible time off policy, to name only a few. Sikich also takes pride in prioritizing team members' health, total wellbeing and time spent with family, friends and in the pursuit of personal goals, hobbies, and endeavors. Some examples of our many benefits:

• Sikich maintains a Flexible Time Off (FTO) Policy. We encourage every full-time employee, as your role permits, to utilize paid time off (personal time, mental/physical health care, vacation, sick leave, etc.). Waiting for time off to accrue is common at other companies. At Sikich, you do not have to wait for this benefit to kick in. FTO is activated on your first day with our organization.
• Sikich will also recognize paid holidays during the year and strives to permit employees to have time off the last week of the calendar year when client and project work permits.
• Sikich offers a comprehensive wellness program to engage, challenge and empower team members to take responsibility for their wellbeing. Activities can be tracked through our wellness provider to obtain gift cards and other rewards.

We also offer:

• Flexible work arrangements
• Health, dental, vision, life, and accident/death/disability insurance options
• HSA employer contribution
• Nine (9) paid holidays annually.
• A robust paid Parental Bonding Leave program covering birth, adoption, and foster children.
• 401(k) with employer contributions