Remote Tier 1 IT & Salesforce Support | Go-Live

Fortuna Business Management Consulting; United States; Remote; USD 25,000 - 31,000; Full time

Benefits offered by this job

Paid sick leave

Health insurance (medical/dental/vison

TeleMedicine

Voluntary benefits

Job summary

Fortuna is seeking a Tier 1 IT Application Support Analyst to help Child Welfare Services users with a Salesforce-based application during a major rollout. You will troubleshoot access, answer questions, and document requests from a remote workspace, coordinating with service desk and implementation teams.

The role requires 1–3 years in Tier 1 support, experience with Cherwell/ServiceNow, and strong customer service. Pacific Time hours apply, with 24/7 support during go-live phases.

Qualifications

• 1–3 years in Tier 1 service desk, application or technical support.
• Experience with Cherwell or ServiceNow; Salesforce or similar CRM preferred.
• Ability to troubleshoot access, navigation, and workflow issues.
• Clear communication and strong customer service for diverse users.
• Availability to work Pacific Time business hours from anywhere in the US.

Responsibilities

• Serve as first contact for application questions and incidents by phone, email, and ticketing.
• Log, categorize, prioritize, and track incidents; document steps and resolutions.
• Use knowledge articles; escalate issues to Tier 2/3 as needed and update users.
• Collaborate with client service desk and implementation teams to improve user guidance.
• Support heightened volume during go-live and stabilization.

Skills

Tier 1 service desk

CRM tooling

Customer service

Remote work readiness

Ticketing systems

Education

College degree (associates/bachelors/masters)

Tools

Cherwell

ServiceNow

Salesforce

Job description

Fortuna is seeking a Tier 1 IT Application Support Analyst to help Child Welfare Services users with a Salesforce-based application during a major rollout. You will troubleshoot access, answer questions, and document requests from a remote workspace, coordinating with service desk and implementation teams.

The role requires 1–3 years in Tier 1 support, experience with Cherwell/ServiceNow, and strong customer service. Pacific Time hours apply, with 24/7 support during go-live phases.