Ariel Partners · 13 hours ago
Support Specialists (Tier 2) with Accessible Tool for Learning About Students (ATLAS) Application Experience
Brooklyn, NY
Full-time
Hybrid
Senior Level
$70/hr - $70/hr
6+ years expAriel Partners is seeking a highly skilled and experienced Support Specialist (Tier 2) to join their team. The role involves providing technical assistance and support for the Accessible Tool for Learning About Students (ATLAS) application, diagnosing and resolving complex technical issues, and maintaining knowledge resources for operational efficiency.
ConsultingInformation TechnologyStaffing Agency
Responsibilities
Provide expert-level support for the Accessible Tool for Learning About Students (ATLAS) application, addressing technical issues and inquiries from users
Diagnose and resolve user-reported problems by analyzing system logs, user reports, and related data to identify root causes
Respond to user inquiries in a timely manner, providing first-line troubleshooting. If necessary, escalate issues to the appropriate team for further investigation
Create, update, and maintain a comprehensive knowledgebase, user manuals, and related documentation to improve user self-service and assist team members in issue resolution
Analyze data and trends related to user issues, system performance, and recurring problems to identify improvement opportunities and prevent future issues
Work closely with other technical teams and departments to ensure prompt issue resolution and communicate updates to stakeholders
Qualification
Required
6+ years in a technical support role, with a focus on troubleshooting and resolving complex issues
Extensive experience with the Accessible Tool for Learning About Students (ATLAS) application
Strong knowledge of Windows operating systems and their applications
Proficiency in SQL Server and Redis, including basic query troubleshooting and performance analysis
Demonstrated ability to analyze system logs, user reports, and other data to diagnose and resolve complex issues
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users
Experience in creating and maintaining technical documentation, including knowledgebase articles and troubleshooting guides
Preferred
Experience with other learning management systems or educational tools
Familiarity with IT service management systems (e.g., ServiceNow, Jira)
Company
Ariel Partners
Ariel Partners is an IT company that delivers staffing and consulting services for technology projects.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Juliann McGowan
Director of Operations at Ariel Partners
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