IT, Application Support Analyst
About The Position
Castle Biosciences Inc. is growing, and we are looking to hire a full-time IT, Application Support Analyst working from our Pittsburgh, PA office location, with a start date of June 1, 2026. As an Application Support Analyst, you will be working within our IT department triaging and responding to internal stakeholders across multiple departments to provide support to our core business. You work on a small team, responsible for (but not limited to) serving as the first line of support for users, escalating and triaging level 1 issues as needed, and assisting users with production support by resolving data issues and addressing knowledge and process gaps. You will escalate higher level tickets to the appropriate IT teams, document root causes and actions taken to provide resolution, and manage ticket priorities to meet SLAs while communicating status updates and resolutions effectively with end users. You will also acquire, comb through, and monitor logs to perform root cause analysis. This role will spend the most time identifying and updating documentation for out-of-date processes, maintaining a self-help knowledge base, identifying and reproducing bugs for new work items, and creating and documenting ticket resolution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.
Requirements
- Bachelor's degree in information technology, Computer Science, Data Analytics, or Data Science, plus at least 1 year of relevant experience, or a minimum of 4 years of relevant work 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
Responsibilities
- Serving as the first line of support for users
- Escalating and triaging level 1 issues as needed
- Assisting users with production support by resolving data issues and addressing knowledge and process gaps
- Escalating higher level tickets to the appropriate IT teams
- Documenting root causes and actions taken to provide resolution
- Managing ticket priorities to meet SLAs
- Communicating status updates and resolutions effectively with end users
- Acquiring, combing through, and monitoring logs to perform root cause analysis
- Identifying and updating documentation for out-of-date processes
- Maintaining a self-help knowledge base
- Identifying and reproducing bugs for new work items
- Creating and documenting ticket resolution processes for ongoing defects
Benefits
- Excellent Annual Salary + 20% Bonus Potential
- 20 Accrued PTO Days Annually + 10 Paid Holidays
- 401K with 100% Company Match up to 6%
- 3 Health Care Plan Options + Company HSA Contribution
- Company Stock Grant Upon Hire
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
