Service Desk Analyst - Mandatory Qualifications; SMQs

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 for our enterprise customers.

• 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.

• 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 demonstrated ability to engage effectively with technical and non‑technical stakeholders.
• Familiarity with agile/scrum methodology.
• Proven ability to lead a cross‑functional team.
• Strong written and verbal communication skills.
• Ability to travel as needed.

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.

• Flexible Time Off (FTO) policy activated on the first day.
• Paid holidays and time off at year end.
• Comprehensive wellness program with rewards.
• Flexible work arrangements.
• Health, dental, vision, life, and accident/death/disability insurance options.
• HSA employer contribution.
• Nine paid holidays annually.
• 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.
• Tuition reimbursement.
• Generous employee referral bonus program.
• Client referral bonus program.
• Pet insurance.
• Volunteer time: up to four hours of paid time annually through the FORCE program.

Sikich is an Equal Opportunity Employer M/F/D/V.