Support Specialists (Tier 2)

Ariel Partners • Nyc, NY

5d

About The Position

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 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.

Requirements

• 6+ years in a technical support role, with a focus on troubleshooting and resolving complex issues.
• Knowledge of any of the NYC Department of Education systems such as Accessible Tool for Learning About Students (ATLAS) application or SESIS (Special Education Student Information System or CAP Legacy system ("Child Assistance Program" or "Child Assessment Program")
• 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.

Nice To Haves

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

Responsibilities

• Application Support: Provide expert-level support 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed