OTS Application Support Specialist

Join Fortuna in supporting one of Los Angeles County's most significant technology modernization initiatives as an Over-the-Shoulder (OTS) Application Support Specialist. You will work directly with County employees as they transition to the California Automated Response and Engagement System (CWS-CARES), a modern enterprise application built on the Salesforce platform.In this customer-facing role, you will provide hands-on guidance, answer application questions, reinforce classroom training, troubleshoot user issues, and help employees confidently use the new system. This is primarily an application and end-user support position rather than a traditional hardware repair role.This is a full-time 3- month temporary assessment starting November 1st.WHAT YOU'LL DO:Learn the CWS-CARES application and provide hands-on assistance with common Salesforce-based screens, navigation, workflows, and user functions.Help users distinguish between application questions, access issues, procedural questions, and technical problems, escalating each concern through the appropriate support channel.Provide on-site Over-the-Shoulder (OTS) support to County employees during the CARES application implementation.Assist end users by answering questions, demonstrating system functionality, and reinforcing classroom training.Troubleshoot user issues, document recurring concerns, and escalate technical issues when appropriate.Deliver exceptional customer service while supporting successful technology adoption across multiple County offices.Track user interactions, communicate implementation feedback, and follow established project processes.Travel to assigned Los Angeles County offices and collaborate with trainers and implementation teams during deployment.WHAT'LL BRING:At least one year of experience in application support, software implementation support, desktop support, technical support, end-user training, help desk support, or another customer-facing technology role.Experience supporting Salesforce or another enterprise application such as Microsoft Dynamics, Workday, SAP, Oracle, Epic, Cerner, or ServiceNow is strongly preferred.Experience providing post-implementation, go-live, floor, deskside, or over-the-shoulder support is highly desirable.Ability to quickly learn the CWS-CARES application and guide users through established system processes and workflows.Experience demonstrating application functionality and explaining technical information to nontechnical users.Experience documenting user interactions, identifying recurring issues, and escalating application or technical concerns.Excellent communication, customer service, troubleshooting, and problem-solving skills.Public-sector, social services, healthcare, education, enterprise software, or large-scale implementation experience is preferred.High school diploma or equivalent required; technical certifications or additional education are a plus.Must be available to work onsite at an assigned Los Angeles County office. Office placement will be based on the candidate's residence, project requirements, and staffing needs.

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