Remote Tier One Desktop Support

Serve as the first point of contact for application questions and incidents received by phone, email, and through the ticketing system.

Help users with sign-in and access, Salesforce application navigation, data entry, record updates, document handling, and browser issues.

Log, categorize, prioritize, and track incidents and service requests; document troubleshooting steps and resolutions clearly.

Use knowledge articles to resolve known issues; escalate issues outside Tier 1 scope to Tier 2 or Tier 3 teams and keep users informed of progress.

Partner with the client service desk, implementation team, and onsite support staff to identify recurring issues and improve user guidance.

Handle increased support volume during production simulation, go-live, and stabilization while maintaining responsive service.

• Minimum of one year of Tier 1 service desk, help desk, application support, or technical support experience
• Hands-on experience using a formal ticketing system such as ServiceNow, Zendesk, Cherwell, Jira, Salesforce Service Cloud, or a comparable platform
• Experience logging, categorizing, documenting, tracking, resolving, and escalating support tickets
• Salesforce, Salesforce Service Cloud, or comparable CRM/application-support experience strongly preferred
• Ability to assist users with system access, application navigation, workflows, data entry, record updates, browser issues, and general system usage
• Experience providing support by phone, email, or remote-support channels in a structured, high-volume environment
• Must be available to work the assigned schedule in Pacific Time

General customer service experience without technical troubleshooting, application support, or ticketing-system experience will not meet the requirements for this position Project Start date is expected to be 11.1.2026., 1 to 3 years of Tier 1 service desk, application support, or technical support experience, including direct support to end users

Experience with ticketing systems such as Cherwell or ServiceNow and supporting SaaS applications; Salesforce or a similar CRM is preferred.

Ability to troubleshoot common application access, navigation, and workflow issues and follow incident management and escalation procedures.

Clear communication, patience, and strong customer service when assisting users with different levels of technical experience.

Experience with a large system rollout, public-sector users, or knowledge articles is helpful., * Are you willing to work PST hours?

• What shift are you interested in - Day, Evening, Night or Any
• This position requires a Live Scan fingerprinting, are you willing to complete this task?
• Are you a US Citizen or Green Card Holder?

WORK SCHEDULE: Pacific Time business hours; specific shift to be confirmed. Additional hours may be needed during go-live and stabilization.

PAY RATE: $18.50-$22.50/hour W2, depending on shift

WHAT WE OFFER:

Paid sick leave based on state regulations after 90 days of employment

Medical, dental, and vision coverage after a waiting period (60% paid by Fortuna)

Free TeleMedicine and Mental Health support for all employees and their families.

Additional voluntary benefits: Group Life Insurance, Accidental Insurance, Critical Care, Short-Term Disability, Availability to work Pacific Time business hours from anywhere in the United States, complete onboarding and system training, and provide additional coverage when needed during go-live.

Fortuna is a certified veteran-owned IT consulting and staffing company, comprised of practicing professionals all of whom are committed to excellence in providing the most efficient and innovative information technology solutions customized to our clients’ specifications.

Career Site: www.gofortuna.com.

Pay: $18.50 - $22.50 per hour

Expected hours: 40.0 per week