Service Desk Analyst (Tier 2) Application Support

**Job Title: Support Analyst (Tier 1 Service Desk – Remote)** **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, ServiceCloud 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** * Must be available to support business hours, with flexibil