Service Desk Analyst - Tier 2

Fortuna BMC; United States; Remote; USD 32,000 - 37,000; Full time

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.

Skills

SaaS support

CRM platforms

Ticketing systems

ITSM

Customer service

Documentation

Tools

Cherwell

ServiceNow

Salesforce Service Cloud

Job description

You'll help government staff use a large-scale Salesforce-based application by resolving issues that require deeper investigation. Your troubleshooting and clear communication will help users navigate access, workflow, and record-related challenges during system simulation, go-live, and stabilization. You'll partner with Tier 1 analysts and technical teams to move escalated issues toward resolution and turn solutions into useful support guidance. Your work will help users adopt the new system and maintain essential daily operations.

WORKSITE

Remote

WORK SCHEDULE

Assigned Pacific Time (PT) hours, with flexibility for after-hours and weekend support during go-live and stabilization.

PAY RATE

$23.00 - $27.00 per hour

WHAT WE OFFER

• Paid sick leave based on state regulations after 90 days of employment
• Medical, dental, and vision coverage after a waiting period (60% paid by Fortuna)
• Free TeleMedicine and Mental Health support for all employees and their families.
• Additional voluntary benefits: Group Life Insurance, Accidental Insurance, Critical Care, Short-Term Disability

WHAT YOU'LL DO

• 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.

WHAT YOU'LL BRING

• 3-5 years of enterprise service desk or technical support experience, including handling escalated application issues and troubleshooting beyond initial support steps.
• Experience supporting SaaS applications or CRM platforms; Salesforce experience is 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.
• Availability to work assigned Pacific Time hours and complete structured onboarding and system training; experience with public-sector implementations, user adoption, or knowledge management is preferred.

Fortuna is a certified veteran-owned IT consulting and staffing company, comprised of practicing professionals all of whom are committed to excellence in providing the most efficient and innovative information technology solutions customized to our clients' specifications.

Career Site: www.gofortuna.com.