IT Support Analyst - (Tier 1 and Tier 2 Service Desk)

Support Analyst – Tier 1 & Tier 2 Service Desk

Location: Remote or Onsite options
Work Hours: Pacific Time (PT)
Employment Type: Contract

Job Overview

We are seeking experienced Support Analysts to provide Tier 1 and Tier 2 service desk support for a large-scale Salesforce SaaS implementation. This role will support end users during Production Simulation, Go-Live, and stabilization phases.

The ideal candidate has strong enterprise service desk/application support experience, excellent customer service skills, and the ability to troubleshoot issues in a high-volume production environment.

Key Responsibilities

• Provide Tier 1/Tier 2 technical and application support via phone, email, and ticketing systems.
• Troubleshoot user access, authentication, navigation, workflows, data entry, document management, and browser-related issues.
• Log, categorize, prioritize, track, and resolve incidents and service requests.
• Use knowledge articles and documented procedures to resolve known issues.
• Escalate complex issues to appropriate Tier 2/Tier 3 teams.
• Clearly communicate ticket status, troubleshooting steps, and resolutions to end users.
• Collaborate with Service Desk, implementation, and support teams.
• Document recurring issues, solutions, and troubleshooting procedures.
• Support high-volume periods during Go-Live and stabilization while maintaining service quality.

Required Qualifications

• 3–5 years of Tier 1/Tier 2 service desk or technical support experience in an enterprise environment.
• Strong customer service and communication skills.
• Experience with ServiceNow, Cherwell, ServiceCloud, or similar ticketing platforms.
• Experience supporting SaaS applications, Salesforce, CRM, or similar enterprise applications.
• Strong troubleshooting skills involving application access, navigation, and user issues.
• Knowledge of ITSM practices, incident management, and escalation procedures.
• Ability to work effectively in a fast-paced, high-demand environment.

Preferred Qualifications

• Salesforce or enterprise SaaS support experience.
• Experience supporting large-scale system implementations or public-sector environments.
• Experience supporting end-user adoption during system rollouts.
• Knowledge management experience.
• Production, Go-Live, or stabilization support experience.

Work Environment

• Remote and onsite opportunities available.
• Must be able to work Pacific Time (PT) business hours.
• Flexibility for after-hours and weekend support may be required during Go-Live and stabilization.
• Structured onboarding and application training will be provided prior to deployment.
• Optional onsite support may be available based on project requirements.

What We're Looking For

We’re looking for someone who can troubleshoot efficiently, communicate clearly, remain calm under pressure, and deliver an excellent end-user experience while managing multiple support requests.