E.K. Associates is seeking experienced Service Desk Analysts to provide remote Tier‑1 and Tier‑2 application support for a large-scale, custom enterprise system used across statewide operations impacting 30,000 active end-users. This role focuses on workflow troubleshooting, data issue resolution, and high-quality end‑user support for a mission-critical application environment.
What This Role Is NOT
This is not a help desk, desktop support, or hardware support position.
Please do not apply if your experience is primarily:
- Hardware, desktop, or device troubleshooting
- VPN, printer, workstation, or network support
- Break/fix, imaging, or endpoint management
- Resetting passwords, configuring laptops, or supporting Windows/Mac devices
- Supporting Office 365, Teams, Zoom, or general productivity tools
- Providing basic help desk support without application workflow experience
This role requires hands-on experience supporting SaaS or custom enterprise applications, including workflow troubleshooting, data investigation, and collaboration with technical teams.
Required Qualifications
- 4–6 years of experience supporting SaaS or custom enterprise applications in a production environment
- Strong experience troubleshooting application behavior, workflow logic, and data issues
- Experience using enterprise ITSM ticketing systems (ServiceNow, Cherwell, Jira, Zendesk, etc.)
- Ability to analyze issues, identify root causes, and clearly guide users through resolution
- Experience supporting business workflows and operational processes
- Strong communication skills with the ability to support users of varying technical proficiency
- Must reside in California and be available to work 8 AM – 5 PM PST, Monday–Friday
Preferred Qualifications
- Experience supporting custom or highly configured systems
- Experience collaborating with development, QA, or infrastructure teams
- Familiarity with SQL for basic data validation or investigation
- Experience in government, human services, healthcare, or other large-scale environments
- Experience contributing to knowledge bases, SOPs, or user documentation
Key Responsibilities
Provide Tier‑1 and Tier‑2 application support
- Troubleshoot issues related to application functionality, workflow execution, data discrepancies, and user access
- Guide users through complex business processes within the system
- Resolve incidents using documented procedures and knowledge articles
Ticketing & Incident Management
- Log, categorize, prioritize, and manage incidents and service requests
- Document troubleshooting steps, resolutions, and known issues
- Escalate complex issues to Tier‑3 or development teams when needed
Workflow & Data Troubleshooting
- Investigate workflow failures, data errors, and unexpected system behavior
- Validate data inputs/outputs and assist with corrections when appropriate
- Identify recurring issues and recommend improvements
Cross-Functional Collaboration
- Work closely with development, QA, and business teams to resolve issues
- Participate in discussions around system enhancements and process improvements
User Support & Communication
- Provide clear, calm, and effective guidance to end users
- Communicate ticket status, next steps, and resolution details
- Contribute to user-facing documentation and knowledge articles
Work Environment
- Fully remote role
- Must be available 8:00 AM – 5:00 PM PST, Monday–Friday
- Occasional flexibility for priority issues or coordinated testing cycles
- Participation in structured onboarding and system training required prior to deployment
Key Success Factors
- Strong analytical and problem-solving skills
- Ability to translate technical issues into clear user guidance
- High attention to detail in ticket documentation and follow-through
- Ability to manage multiple tickets while maintaining quality and responsiveness
- Commitment to delivering a positive and professional user experience
Position Impact
This role is critical to ensuring:
- Timely and accurate resolution of application issues
- Smooth day-to-day operations for 30 thousand statewide users
- High-quality support for a complex, mission-critical enterprise system
- Strong collaboration between end users, technical teams, and business stakeholders
Pay: $60,000.00 per year
Benefits:
- Health insurance
- Paid time off
Application Question(s):
- This role pays $60,000 annually. Are you comfortable with this salary?
Education:
Experience:
- SaaS or enterprise app support: 4 years (Required)
- ITSM ticketing systems: 2 years (Required)
- Application workflow support: 1 year (Required)
- Data issue troubleshooting: 1 year (Required)
- UAT or release support: 1 year (Preferred)
Language:
Location:
Shift availability:
Work Location: Remote
