Remote IT Support Specialist
New
T
Texas Sports Academy MainEducation, K-12
Remote (U.S. only)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Bilingual (English/Spanish) is listed as a bonus point for the ability to support Spanish-speaking families.
- Experience
- 4+ years
- Required Skills
- Customer serviceDocumentationiOS
Requirements
- 4+ years of end-user support experience, ideally in a school, education, or service environment.
- Strong customer service orientation with clear and patient communication skills.
- Clear written communication skills for documentation and family-facing support.
- Practical experience diagnosing device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
- Weekend availability to work a schedule as defined by team needs.
- Familiarity with AI tools for drafting communications and troubleshooting.
- Reliable home office setup including quiet workspace, strong internet, webcam, and microphone.
- Prior experience with K-12 or 1:1 device programs is a plus.
- Hands-on experience with ticketing platforms like Zendesk, Freshdesk, or HubSpot Service Hub is a plus.
- Bilingual (English/Spanish) is a plus.
- Relevant certifications such as CompTIA A+, Google Workspace Administrator, or Apple Certified Support Professional are a plus.
Responsibilities
- Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
- Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions.
- Help students and parents navigate learning platforms and connected tools.
- Escalate issues that require hardware repair or deeper investigation with clear documentation.
- Maintain internal knowledge base and family-facing help articles.
- Log tickets, monitor for recurring themes, and share weekly reporting on volume and resolution time.
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