American Institutes for Research

Senior Tier 2 Analyst

Job ID
United States
Information Technology/Software


Be part of something innovative and cutting edge. Join our team of more than one hundred software engineers, designers, project managers and software specialists that are smart, creative and excited by what they do.

Some of our ground-breaking work includes:
• advanced computer-adaptive algorithms (only one that’s peer-approved in the country)
• mobile support for the user interfaces
• learning management systems with social media features
• user interfaces that are universally accessible to people with or without disabilities
• innovative, machine-scorable items

The American Institutes for Research (AIR) is a leading professional services firm with a growing software engineering and product development team. We design and build things that are inspiring and make a real impact in the online testing industry. We are currently seeking a Tier 2 Systems Support Analysts to join our team.


The candidate will be responsible for understanding the technical underpinnings and functionality of the online testing software. Based on that understanding, the candidate should be able to provide tier-2 support to the various users of this system, including the Assessment HelpDesk and in some cases, the users in the field. The candidate should be able to track and prioritize the different requests that are sent by the users and escalate it to the different team members.

Essential Job Functions:
1. Provide tier 2 contact and problem resolution for all system requests escalated by the Assessment Help Desk team in an accurate and timely manner.
2. Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
3. Ability to support PC and peripheral installation and troubleshooting on Macs, Linux and Windows machines; problem/incident recording, and problem resolution/escalation.
4. Provide accurate and timely logging of issues and resolutions in the ticketing system.
5. If escalated by the Assessment Help Desk team, ability to interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person.
6. Help resolve as many user-reported problems in adherence with established procedures and policies for the handling of support cases.
7. Regular communication with the core item bank software team, CSSC team and the project directors.


Required Qualifications:
1. Bachelors Degree in Computer Science, or related field.
2. 2-4 years of experience in software helpdesk/customer support.
3. Excellent communication skills to understand user issues and communicate issue resolutions.
4. High attention to detail.
5. Excellent time management.
6. Quick aptitude for learning new software.

Preferred Qualifications:
1. Ability to work independently, learn quickly and accomplish tasks under limited supervision.
2. Highly motivated to achieve client satisfaction with timely, high quality services.
3. Self-starter and motivator with a strong sense of accountability.
4. The intellectual capacity to interpret, analyze and troubleshoot technical problems.


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