Senior Service Desk Analyst – Mandatory Qualifications; SMQs

Senior Service Desk Analyst – Staff Mandatory Qualifications (SMQs)

Senior Service Desk Analyst – Staff Mandatory Qualifications (SMQs) – US, Sacramento, CA

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.

• 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 a demonstrated ability to engage effectively with technical and non‑technical stakeholders.
• Familiarity with agile/scrum methodology.
• Proven ability to lead a cross‑functional team.
• 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.

• 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.

• Flexible Time Off (FTO) policy – paid time off available from the first day of employment.
• Paid holidays and time off during the last week of the calendar year when project work permits.
• Comprehensive wellness program with tracked activities and rewards.
• Health, dental, vision, life, and accidental/death/disability insurance options.
• HSA employer contribution.
• Nine paid holidays annually.
• Robust 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.
• FORCE – community volunteer program allowing up to four hours of paid time annually to volunteer.

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