AppTier LLC

Compensation

Full Description

About the Role AppTier is seeking a Senior Service Desk Analyst to support our managed services clients. This role is responsible for handling Level 1 / Tier 1 support requests, serving as the first point of contact for client issues, and ensuring a consistent, high-quality support experience. This is a hands-on individual contributor role focused on intake, triage, communication, and resolution. While technical aptitude is important, the primary emphasis is on client service, ownership, and follow-through. What You’ll Do • Serve as the primary point of contact for managed services Level 1 / Tier 1 support requests • Monitor and manage the service desk queue • Log, categorize, prioritize, and track incoming tickets • Provide first-tier troubleshooting and issue resolution • Escalate issues when appropriate and ensure they are tracked through resolution • Communicate clearly and proactively with clients throughout the support process • Document issues and resolutions to support consistency and efficiency • Help improve service desk workflows and documentation over time What We’re Looking For Required • 2–4 years of IT support or service desk experience • Experience providing Level 1 / Tier 1 support • Strong client-facing communication skills • Experience working with ticketing systems • Organized, detail-oriented, and accountable Nice to Have • Exposure to enterprise application environments (e.g., OpenText, Microsoft-based platforms, SQL-backed systems) • Experience supporting managed services clients • Consulting or professional services experience Why AppTier AppTier is a boutique IT consulting firm specializing in Enterprise Content Management (ECM), with deep expertise in OpenText Content Server. Since 2001, we’ve helped clients across industries modernize how they manage, store, and access information by pairing technical depth with business insight. Joining AppTier means stepping into a company that values high-touch service and thoughtful problem-solving. Here, you won’t be one of thousands — you’ll be a visible, valued contributor. • Impact you can see – Your work directly affects client satisfaction and service quality • Client-facing experience – Build trusted relationships with enterprise clients • Exposure to complex systems – Gain hands-on experience supporting enterprise platforms, including OpenText • Autonomy with support – Own your work while collaborating closely with a small, expert team • Growth without bureaucracy – Help shape our service desk function and grow with the organization At AppTier, we combine the rigor of a top consulting firm with the agility of a boutique practice — giving you the opportunity to do meaningful work and grow your career. Pay: $75,000.00 - $90,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance People with a criminal record are encouraged to apply Location: • Chicago, IL (Required) Work Location: Remote