Support Specialists (Tier 2) with Accessible Tool for Learning About Students (ATLAS) Application Ex

Job Description

Job DescriptionSalary: $70/hr

We are seeking a highly skilled and experienced Support Specialist (Tier 2) to join our team. The ideal candidate will be responsible for providing technical assistance and support related to theAccessible Tool for Learning About Students (ATLAS) application, as well as diagnosing and resolving complex technical issues. You will play a critical role in supporting end-users, ensuring system functionality, and maintaining knowledge resources to enhance operational efficiency.

Key Responsibilities:

• Application Support: Provide expert-level support for the Accessible Tool for Learning About Students (ATLAS) application, addressing technical issues and inquiries from users.
• Troubleshooting & Issue Resolution: Diagnose and resolve user-reported problems by analyzing system logs, user reports, and related data to identify root causes.
• User Support & Escalation: Respond to user inquiries in a timely manner, providing first-line troubleshooting. If necessary, escalate issues to the appropriate team for further investigation.
• Knowledgebase Management: Create, update, and maintain a comprehensive knowledgebase, user manuals, and related documentation to improve user self-service and assist team members in issue resolution.
• Data Analysis: Analyze data and trends related to user issues, system performance, and recurring problems to identify improvement opportunities and prevent future issues.
• Collaboration: Work closely with other technical teams and departments to ensure prompt issue resolution and communicate updates to stakeholders.

Qualifications:

• Experience: 6+ years in a technical support role, with a focus on troubleshooting and resolving complex issues.
• Required Knowledge:
  • ATLAS Application: Extensive experience with the Accessible Tool for Learning About Students (ATLAS) application.
  • Operating Systems: Strong knowledge of Windows operating systems and their applications.
  • Databases: Proficiency in SQL Server and Redis, including basic query troubleshooting and performance analysis.
• Problem-Solving Skills: Demonstrated ability to analyze system logs, user reports, and other data to diagnose and resolve complex issues.
• Communication: Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Documentation: Experience in creating and maintaining technical documentation, including knowledgebase articles and troubleshooting guides.

Preferred Skills:

• Experience with other learning management systems or educational tools.
• Familiarity with IT service management systems (e.g., ServiceNow, Jira).

If you are interested in getting more information about this opportunity, please contact Irina Rozenberg Recruiting@arielpartners.comat your earliest convenience.

At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges were on their short list. Were looking for team members who share our values of:Integrityto do the right thing even when it hurts;Commitmentto the long term success and happiness of our customers, our people, and our partners;Courageto take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit ofExcellence.

Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.