About the position
Castle Biosciences Inc. is growing, and we are looking to hire a full-time IT, Application Support Analyst, working from the office in our Phoenix, AZ location, with a start date before June 19, 2025. As an Application Support Analyst, you will be an integral part of our IT department, focusing on triaging and responding to internal stakeholders across various departments to support our core business functions. You will work within a small team, taking on responsibilities such as: providing first-line support for users, escalating and triaging issues (level 1) as necessary, and assisting users with production support by resolving data issues, knowledge gaps, and process gaps. Additionally, you will escalate higher-level tickets to the appropriate IT teams, document root causes and actions taken to resolve issues, manage ticket priorities, meet SLAs, and communicate status and resolutions effectively with end users. Your role will also involve acquiring, analyzing, and monitoring logs to perform root cause analysis, identifying and updating documentation for outdated processes, maintaining a self-help knowledge base, identifying and reproducing bugs for new work items, and creating and documenting ticket resolution processes for ongoing defects.
Responsibilities
- Provide first-line support for users
- Escalate and triage issues (level 1) as necessary
- Assist users with production support by resolving data issues, knowledge gaps, and process gaps
- Escalate higher-level tickets to the appropriate IT teams
- Document root causes and actions taken to resolve issues
- Manage ticket priorities and meet SLAs
- Communicate status and resolutions effectively with end users
- Acquire, analyze, and monitor logs to perform root cause analysis
- Identify and update documentation for outdated processes
- Maintain a self-help knowledge base
- Identify and reproduce bugs for new work items
- Create and document ticket resolution processes for ongoing defects
Requirements
- Bachelor's degree in information technology, Computer Science, OR 4 years relevant experience
- Basic SQL experience and understanding of relational database concepts
- Experience writing Knowledge Bases and End User Guides
- Excellent business communication and customer service skills
- Knowledge of databases, IT systems, and IT troubleshooting
- Strong Analytical skills and problem-solving abilities to solve complex issues
- Understanding of programming basics
- Actively displays behaviors that support the mission, vision, and values of Castle Biosciences
Benefits
- Excellent Annual Salary + Achievable Annual Bonus Potential of 20% of Salary
- 20 accrued PTO Days annually
- 10 Paid Holidays
- 401K with a 100% Company match of up to 6% of your allowable Contribution, and No Waiting Period
- 3 health care plan options, with very low premium cost
- Company HSA Contribution with HDHP option
- Company Stock Grant Upon Hire
