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# Tier 1 IT Application Support Analyst

- **Company:** Fortuna Business Management Consulting, Incorporated
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $38,480.0 - $46,800.0
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Information Technology Consulting, Issue Tracking Systems, Salesforce.Com, Information Technology, 3-tier Architectures, Servicenow
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=22b88c36cb45ae2d

## About the Role

* College degree, associate, bachelor's, or master's.
 * 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 and follow incident management and escalation procedures.
 * 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.

## Description

* Serve as the first point of contact for application questions and incidents received by phone, email, and through the ticketing system.
 * Help users with sign-in and access, Salesforce application navigation, data entry, record updates, document handling, and browser issues.
 * Log, categorize, prioritize, and track incidents and service requests; document troubleshooting steps and resolutions clearly.
 * Use knowledge articles to resolve known issues; escalate issues outside Tier 1 scope to Tier 2 or Tier 3 teams and keep users informed of progress.
 * Partner with the client service desk, implementation team, and onsite support staff to identify recurring issues and improve user guidance.
 * Handle increased support volume during production simulation, go-live, and stabilization while maintaining responsive service.

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