Tier 1 IT Application Support Analyst

Fortuna Business Management Consulting; United States; Remote; USD 25,000 - 31,000; Full time

Benefits offered by this job

Paid sick leave

Health insurance (medical/dental/vison

TeleMedicine

Voluntary benefits

Job summary

Fortuna is seeking a Tier 1 IT Application Support Analyst to help Child Welfare Services users with a Salesforce-based application during a major rollout. You will troubleshoot access, answer questions, and document requests from a remote workspace, coordinating with service desk and implementation teams.

The role requires 1–3 years in Tier 1 support, experience with Cherwell/ServiceNow, and strong customer service. Pacific Time hours apply, with 24/7 support during go-live phases.

Qualifications

• 1–3 years in Tier 1 service desk, application or technical support.
• Experience with Cherwell or ServiceNow; Salesforce or similar CRM preferred.
• Ability to troubleshoot access, navigation, and workflow issues.
• Clear communication and strong customer service for diverse users.
• Availability to work Pacific Time business hours from anywhere in the US.

Responsibilities

• Serve as first contact for application questions and incidents by phone, email, and ticketing.
• Log, categorize, prioritize, and track incidents; document steps and resolutions.
• Use knowledge articles; escalate issues to Tier 2/3 as needed and update users.
• Collaborate with client service desk and implementation teams to improve user guidance.
• Support heightened volume during go-live and stabilization.

Skills

Tier 1 service desk

CRM tooling

Customer service

Remote work readiness

Ticketing systems

Education

College degree (associates/bachelors/masters)

Tools

Cherwell

ServiceNow

Salesforce

Job description

All Jobs > Tier 1 IT Application Support Analyst

You will help Child Welfare Services 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 so users receive clear, timely support. You will work with service desk and implementation teams during launch and stabilization, helping 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.

You must have a college degree, associate's, bachelor's, or master's

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. Service desk is open 24/7

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

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:

• Serve as the first point of contact for application questions and incidents received by phone, email, and through the ticketing system.
• Log, categorize, prioritize, and track incidents and service requests; document troubleshooting steps and resolutions clearly.
• Use knowledge articles to resolve known issues; elevate 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.

Requirements

WHAT YOU'LL BRING:

• 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.