Level II Application Support Analyst - Hybrid

Overview:
Location: Hybrid, Pittsburgh, PA
Job Type: Full Time / Permanent
Work Authorization: No C2C or Sponsorship

 

The A.C.Coy company has an immediate opening for a Level II Application Support Analyst. Ideal candidates should have experience mentoring level I support technicians and provide level II technical support.

Responsibilities:
Responsible for providing level II technical support

Mentoring and provide leadership for level I technicians

SME for knowledge base creation

Manage ticket escalation

Willing to work on call/rotating schedule

Qualifications:
Education: Associate or Bachelor’s degree in information Technology or Computer Science. Relevant work experience will also be considered.

Minimum of 5 years' of experience in a technical support role

Experience providing leadership to Level II Technicians

Experience with creating a knowledge base for incident resolution

Strong understanding of IT infrastructure, including Windows/Mac OS, Active Directory, networking concepts, and troubleshooting tools

Familiar with service tools and ticketing systems

Certifications are a plus