OTS Application Support Specialist

Join Fortuna in supporting one of Los Angeles Countys 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 early September 2026

WHAT YOULL 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.

WHATLL 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 candidates residence project requirements and staffing needs.

Required Experience:

IC