OTS Application Support Specialist

Fortuna BMC; Lancaster (CA); On-site; USD 34,000 - 48,000; Full time

Job summary

Fortuna BMC is seeking an Over-the-Shoulder (OTS) Application Support Specialist to assist Los Angeles County employees during the CARES implementation, providing hands-on guidance and answering questions as users navigate the Salesforce-based CWS-CARES system. This on-site, client-facing role requires strong communication, troubleshooting skills, and the ability to reinforce classroom training.

The assignment is a full-time, 3-month temporary engagement beginning September 2026 with travel to

Qualifications

• At least one year of experience in application support or related customer-facing tech roles.
• Experience supporting Salesforce or other enterprise apps is preferred.
• Strong communication and problem-solving abilities.
• Ability to explain technical information to nontechnical users.
• Experience documenting user interactions and escalating issues when needed.

Responsibilities

• Learn the CWS-CARES application and assist users with Salesforce-based screens and workflows.
• Determine whether inquiries are application, access, procedural, or technical issues, and escalate appropriately.
• Provide on-site OTS support to County employees during CARES implementation.
• Demonstrate system functionality and reinforce classroom training for end users.
• Troubleshoot user issues, document recurring concerns, and escalate technical problems as needed.
• Deliver excellent customer service to support successful technology adoption across County offices.
• Track user interactions and provide implementation feedback to the project team.

Skills

Customer service

Communication

Troubleshooting

Go-live support

Education

High School Diploma or equivalent

Tools

Salesforce

Job description

Join Fortuna in supporting one of Los Angeles County's most significant technology modernization initiatives as an Over-the-Shoulder (OTS) Application Support Specialist. You will work directly with County employees as they transition to the California Automated Response and Engagement System (CWS-CARES), a modern enterprise application built on the Salesforce platform.

In this customer-facing role, you will provide hands-on guidance, answer application questions, reinforce classroom training, troubleshoot user issues, and help employees confidently use the new system. This is primarily an application and end-user support position rather than a traditional hardware repair role.

This is a full-time 3- month temporary assessment starting early September 2026

WHAT YOU'LL DO:

• Learn the CWS-CARES application and provide hands-on assistance with common Salesforce-based screens, navigation, workflows, and user functions.
• Help users distinguish between application questions, access issues, procedural questions, and technical problems, escalating each concern through the appropriate support channel.
• Provide on-site Over-the-Shoulder (OTS) support to County employees during the CARES application implementation.
• Assist end users by answering questions, demonstrating system functionality, and reinforcing classroom training.
• Troubleshoot user issues, document recurring concerns, and escalating technical issues when appropriate.
• Deliver exceptional customer service while supporting successful technology adoption across multiple County offices.
• Track user interactions, communicate implementation feedback, and follow established project processes.
• Travel to assigned Los Angeles County offices and collaborate with trainers and implementation teams during deployment.

WHAT'LL BRING:

• At least one year of experience in application support, software implementation support, desktop support, technical support, end-user training, help desk support, or another customer-facing technology role.
• Experience supporting Salesforce or another enterprise application such as Microsoft Dynamics, Workday, SAP, Oracle, Epic, Cerner, or ServiceNow is strongly preferred.
• Experience providing post-implementation, go-live, floor, deskside, or over-the-shoulder support is highly desirable.
• Ability to quickly learn the CWS-CARES application and guide users through established system processes and workflows.
• Experience demonstrating application functionality and explaining technical information to nontechnical users.
• Experience documenting user interactions, identifying recurring issues, and escalating application or technical concerns.
• Excellent communication, customer service, troubleshooting, and problem-solving skills.
• Public-sector, social services, healthcare, education, enterprise software, or large-scale implementation experience is preferred.
• High school diploma or equivalent required; technical certifications or additional education are a plus.
• Must be available to work onsite at an assigned Los Angeles County office. Office placement will be based on the candidate's residence, project requirements, and staffing needs.