Remote Salesforce Service Desk Analyst – Tier 2

Fortuna BMC

United States

Remote

USD 32,000 - 37,000

Full time

5 days ago

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Benefits offered by this job

Paid sick leave

Health benefits

TeleMedicine & Mental Health

Group Life Insurance

Accidental Insurance

Critical Care

Short-Term Disability

Job summary

Fortuna BMC is seeking an experienced IT support specialist to help government staff use a large-scale Salesforce-based application, resolving incidents and guiding users during go-live and stabilization.

Work is remote with Assigned Pacific Time hours and after-hours potential. You will collaborate with Tier 1, Tier 3, and implementation teams, documenting steps and updating knowledge articles to improve guidance and support during high-volume rollout.

Qualifications

3-5 years of enterprise service desk or technical support experience.
Experience supporting SaaS applications or CRM platforms; Salesforce experience preferred.
Experience managing incidents and service requests in Cherwell, ServiceNow, Salesforce Service Cloud, or a similar ticketing system.
Familiarity with IT Service Management (ITSM), incident prioritization, escalation procedures, and service level expectations.
Strong problem-solving, customer service, and documentation skills; ability to explain solutions clearly and manage multiple tickets in a fast-paced environment.

Responsibilities

Investigate and resolve application incidents escalated by Tier 1, reviewing prior troubleshooting and gathering the details needed to identify the issue.
Troubleshoot access and authentication, application workflows, data entry, record updates, document management, and browser compatibility using approved procedures.
Reproduce reported issues when possible, identify whether they involve user guidance or a potential application defect, and document symptoms, steps, and approved workarounds.
Own assigned tickets through resolution or coordinated handoff; prioritize by impact and urgency, maintain detailed records, and keep users informed through phone, email, and ticketing channels.
Escalate unresolved issues to Tier 3 or the implementation team with clear findings, reproduction steps, and supporting information; coordinate follow-up and confirm resolution with users.
Create and update knowledge articles, share troubleshooting guidance with Tier 1, and collaborate with client and implementation teams during high-volume rollout and stabilization periods.