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

AKSHAR IT SOLUTIONS LLC

Remote • Today

Easy Apply

Contract

Depends on Experience

Job Details

Skills

Application Support
IT Service Management
SaaS
ServiceNow
Service Desk
Technical Support
Ticketing software
Ticketing system
Cherwell
ServiceCloud
Tier 1
Tier 2
Public Sector
Incident Management

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91174714
Position Id: 9083812
Posted 3 hours ago

Fitment

Dice Job Match Score™

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Summary

Support Analyst – Tier 1 & Tier 2 Service Desk

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

Job Overview

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.

Dice Id: 91174714
Position Id: 9083812
Posted 3 hours ago

Fitment

Dice Job Match Score™

🔢 Crunching numbers...

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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