[Hiring] IT Help Desk Technician @Texas Sports Academy Main

Role Description

Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. We are hiring a Remote IT Help Desk Technician to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools.

• First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
• Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
• Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
• Escalate When Needed: Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs.
• Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
• Track and Report on Support Volume: Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.

Qualifications

• End-User Support Experience: 2-3 years supporting non-technical users, ideally in a school, education, consumer, or service environment.
• Strong Customer Service Orientation: Communicate patiently and clearly with students and parents, especially in stressful moments.
• Clear Written Communication: Ability to write a support response that is warm, precise, and easy to follow.
• Troubleshooting Skills: Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
• Weekend Availability: Willing and able to work a schedule that includes weekend coverage.
• AI Forward: Familiarity with AI tools such as Perplexity Computer is a plus.
• Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
• Location: Remote (U.S. only). U.S. work authorization required.

Bonus Points

• K-12 or 1:1 Device Program Experience: Prior experience supporting student device programs or families in an education setting.
• Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
• Bilingual (English/Spanish): Ability to support Spanish-speaking families.
• Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.

Pay

$25/hour