Technical Application Support Analyst

Responsibilities

• Provide Tier 2 and Tier 3 escalation support for vendor-hosted and business-critical applications
• Coordinate troubleshooting efforts between end users, internal IT teams, and third-party software vendors
• Track and manage vendor support cases through resolution using a ticketing system
• Troubleshoot issues involving Windows OS, Microsoft 365, Active Directory, VPNs, printers, and remote access tools
• Analyze recurring technical issues and recommend operational or technical improvements
• Maintain accurate documentation within ticketing and knowledge management systems
• Assist with gathering technical requirements for RFQs and vendor evaluations
• Review vendor documentation, proposals, and support models

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or 4 years of equivalent experience
• 4 years of IT support, help desk, or application support experience
• Proven experience supporting vendor-hosted or third-party applications
• Experience using ServiceNow or a similar ticketing system
• Working knowledge of Windows OS, Microsoft 365, Active Directory, and VPNs
• Experience working in Tier 2, Tier 3, or escalation support roles
• One or more IT certifications such as CompTIA, Microsoft, or ITIL

About the Company

Qode provides specialized technical services and support, focusing on delivering reliable application management and IT solutions for business-critical environments.