Remote Tier 2 Service Desk Analyst - Salesforce & SaaS

Fortuna Business Management Consulting; United States; Remote; USD 32,000 - 37,000; Full time

Benefits offered by this job

Paid sick leave after 90 days

Medical, dental, and vision coverage (

TeleMedicine and Mental Health support

Job summary

Fortuna Business Management Consulting is seeking a Service Desk Analyst - Tier 2 to support government staff using a large-scale Salesforce-based application. You will investigate issues requiring deeper analysis, reproduce problems, document steps, and guide users through resolutions.

Work hours are assigned Pacific Time with after-hours and weekend support during go-live and stabilization, and compensation ranges from $23.00 to $27.00 per hour.

Qualifications

• 3–5 years of enterprise service desk or technical support experience.
• Experience with SaaS applications or CRM platforms, Salesforce preferred.
• Experience with incident management in ticketing systems.

Responsibilities

• Investigate and resolve incidents escalated by Tier 1.
• Reproduce issues and document symptoms, steps, and workarounds.
• Own tickets through resolution and communicate with users.
• Escalate unresolved issues to Tier 3 with clear findings.
• Create and update knowledge articles and support guidance.

Skills

Customer service

Troubleshooting

Communication

Documentation

Tools

Cherwell

ServiceNow

Salesforce Service Cloud

Job description

Fortuna Business Management Consulting is seeking a Service Desk Analyst - Tier 2 to support government staff using a large-scale Salesforce-based application. You will investigate issues requiring deeper analysis, reproduce problems, document steps, and guide users through resolutions.

Work hours are assigned Pacific Time with after-hours and weekend support during go-live and stabilization, and compensation ranges from $23.00 to $27.00 per hour.