Remote Tier 1 Desktop Support — Salesforce Rollout

Fortuna BMC; Lancaster (CA); Remote; USD 25,000 - 31,000; Full time

Benefits offered by this job

Paid sick leave

Medical coverage

Dental coverage

Vision coverage

TeleMedicine

Mental Health support

Group Life Insurance

Accidental Insurance

Critical Care

Short-Term Disability

Job summary

Fortuna BMC, a veteran-owned IT consulting and staffing company, seeks a remote-based help desk specialist to assist government employees with a Salesforce-based rollout. You will answer questions, troubleshoot access and application issues, and document requests so users stay productive as they learn new workflows.

Your schedule follows Pacific Time business hours, with go-live and stabilization coverage as needed; compensation ranges from $18.50 to $22.50 per hour on a W2 basis, with standard

Qualifications

• 1 to 3 years of Tier 1 service desk or technical support experience.
• Experience with ticketing systems Cherwell or ServiceNow and supporting SaaS apps.
• Familiarity with Salesforce or similar CRM is preferred.
• Ability to troubleshoot login, navigation, and workflow issues.

Responsibilities

• Serve as the first point of contact for questions and incidents via phone, email, and ticketing.
• Assist users with sign-in, access, navigation, data entry, and browser issues.
• Log, categorize, prioritize, and track incidents; document steps and resolutions.
• Use knowledge articles and escalate to Tier 2/3 as needed; keep users informed.
• Collaborate with client service desk and implementation teams to improve guidance.
• Handle increased support during go-live and stabilization while staying responsive.

Skills

Customer service

Communication

Incident management

Technical support

Tools

Cherwell

ServiceNow

Salesforce

Job description

Fortuna BMC, a veteran-owned IT consulting and staffing company, seeks a remote-based help desk specialist to assist government employees with a Salesforce-based rollout. You will answer questions, troubleshoot access and application issues, and document requests so users stay productive as they learn new workflows.

Your schedule follows Pacific Time business hours, with go-live and stabilization coverage as needed; compensation ranges from $18.50 to $22.50 per hour on a W2 basis, with standard