[Hiring] Tier One Desktop Support @Fortuna BMC

Role Description

You will help government employees use a new Salesforce-based application during a major system rollout. From your remote workspace, you will:

• Answer questions, troubleshoot access and application issues, and document requests for clear, timely support.
• Work with service desk and implementation teams during launch and stabilization.
• Help people stay productive as they learn new workflows.

Your schedule will follow Pacific Time business hours, regardless of where you live in the United States. Project Start date is expected to be 11.1.2026.

WORKSITE: Remote anywhere in the United States

WORK SCHEDULE: Pacific Time business hours; specific shift to be confirmed. Additional hours may be needed during go-live and stabilization.

PAY RATE: $18.50–$22.50/hour W2, depending on shift

Qualifications

• 1 to 3 years of Tier 1 service desk, application support, or technical support experience, including direct support to end users.
• Experience with ticketing systems such as Cherwell or ServiceNow and supporting SaaS applications; Salesforce or a similar CRM is preferred.
• Ability to troubleshoot common application access, navigation, and workflow issues.
• Clear communication, patience, and strong customer service when assisting users with different levels of technical experience.
• Experience with a large system rollout, public-sector users, or knowledge articles is helpful.
• Availability to work Pacific Time business hours from anywhere in the United States, complete onboarding and system training, and provide additional coverage when needed during go-live.

Benefits

• 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.

Company Description

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