[Hiring] IT Support Specialist @Texas Sports Academy Main

Role Description

We are hiring a Remote IT Support Specialist to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.

• 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

• 4+ 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 warm, precise, and easy-to-follow support responses.
• 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.