Tier 1 IT Application Support Analyst

Description:

You will help Child Welfare Services employees use a new Salesforce-based application during a major system rollout. From your remote workspace, you will answer questions, troubleshoot access and application issues, and document requests so users receive clear, timely support. You will work with service desk and implementation teams during launch and stabilization, helping people stay productive as they learn new workflows.

Your schedule will follow Pacific Time business hours, regardless of where you live in the United States.

You must have a college degree, associate's, bachelor's, or master's

Project Start date is expected to be 11.1.2026

WORKSITE: Remote anywhere in the United States

WORK SCHEDULE: Pacific Time business hours; specific shift to be confirmed. Additional hours may be needed during go-live and stabilization. Service desk is open 24/7

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

WHAT YOU'LL DO:

• 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.

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

Requirements:

WHAT YOU'LL BRING:

• College degree, associate, bachelor's, or master's.
• 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.
• 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.