Information Technology Support Specialist

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Position Title: Information Technology Support Specialist

ATI Department: Information Technology

Reports to: Information Technology Department Director

Compensation Classification: Full-time salaried position

 

Assessment Technology, Incorporated (ATI) is a national educational technology corporation established in 1986 and located in Tucson Arizona.  The mission of the company is to create, distribute, and support the use of technology to promote life-long learning.  ATI addresses its mission by providing online software applications, materials, and services to Preschool and K-12 clients throughout the United States. ATI’s flagship Galileo Online applications provide complete educational management systems. The systems are designed to assist teachers and administrators in their efforts to improve student performance via rapid and flexible access to assessment and instructional tools and reports. ATI technology assists educators in meeting the challenges of NCLB legislation and state accountability requirements by documenting student progress according to state academic standards and linking assessment to instructional planning.  ATI technology continues to evolve based on client needs, published educational research, government accountability requirements and advances in technology.

 

The Information Technology Department plays a significant role in the daily functioning and in the long term planning of ATI. The Information Technology Department is responsible for planning, implementing and maintaining system architecture, optimizing performance of all hardware and software used to deliver Galileo Online services to ATI clients, performing client and in-house technical support, and managing the client data import and export programs.

         

Position Description:

 

The primary function of the IT Support specialist is to work directly with clients to perform PC- and browser-related troubleshooting to ensure a positive experience using the Galileo K-12 and Galileo Plus Online web-delivered applications. This includes both telephone technical support and direct support using remote troubleshooting tools such as Webex Support Center. Responsibilities of this position include in-house desktop support on PCs including hardware, desktop OS and software as necesary. This position will also act as an alternate in the Galileo Data Import program, formatting and loading student demographic/enrollment and class-level data into the Galileo database. The selected applicant will participate in the planning and implementation of ATI network upgrades and configuration changes. As a member of the IT staff, the Technical Support Specialist will also act as a member of the on-call emergency response team.

 

 Duties and Responsibilities:

 Responsible for receiving/responding to technical support calls from clientsEnter all client contact and support cases into Customer Relationship Management (CRM) applicationResponsible for entering known application issues into bug tracking systemNotify affected clients prior to closing any reported bug in the applicationsPerform in-house desktop (PC) support as necessaryAct as alternate to the Galileo Data Import (GDI) program, uploading student demographic/enrollment and class-level information into the Galileo databaseParticipate in the planning and implementation of network upgrades/enhancementsAct as part of a team responsible for responding to after-hours server-related emergenciesResponsible for working safely and keeping work area clean and free of any safety hazardsResponsible for following all company and department policies and proceduresPerform other job related duties as requested

 

Minimum Professional Requirements:

 Two years relevant experience in providing IT support requiredBachelor's degree highly desirableCompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification requiredMicrosoft Certified Systems Administrator (MCSA) or Microsoft Certified Systems Engineer (MCSE) certification highly desirableExtensive working knowledge of Windows Desktop/Server OS, MS Internet Explorer and Mozilla Firefox browser, Windows networking, TCP/IP, and routing protocolsIn-depth knowledge of best practices for hardware / Operating System configuration management, hardening techniques, and patch managementDemonstrable in-depth PC and Mac hardware and software knowledgeFamiliarity with MS SQL databases desirableAdditional essential professional skills include:Ability to work independently with little supervisionStrength inOrganization of time and tasksDecision makingOral and written communicationResourcefulness and careful attention to detailAbility to learn and apply new skills rapidly and effectivelyAbility to work cooperatively within a team environment and with a wide range of people with varying levels of responsibility and in various settings

 

Application Process:




We invite you to apply for this position online at the ATI website.

 

ATI Benefits Summary:

 

ATI employees receive a broad benefits package, including:
Competitive salary and bonus opportunities
Health insurance with vision care and dental insurance
 Cafeteria plan to pay for family insurance and dependent care
Paid vacation, sick-time compensation, and eight holidays during the year
401-K retirement plan after one year of consecutive employment
Short-term disability insurance - Voluntary Participation
Term-life insurance - Voluntary Participation