IT Help Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for students and parents facing technical difficulties through email, chat, ticketing, and phone support as necessary.

• Diagnose and resolve issues related to laptops and tablets, including login challenges, software malfunctions, connectivity problems, and basic hardware inquiries.

• Assist students and parents in navigating learning platforms and associated tools, covering account access, common errors, and everyday how-to queries.

• Identify problems that necessitate hardware repairs, further investigation, or escalation to leadership, providing complete context for each situation.

• Maintain the internal knowledge base and create help articles for families.

• Accurately log every ticket, track recurring issues, and provide weekly reports to leadership on support volume, resolution times, and major themes.

⛳️ Requirements

• 2–3 years of experience supporting non-technical users, preferably in a school, educational, consumer, or service setting.

• Strong customer service focus when assisting students and parents.

• Excellent written communication and documentation abilities.

• Practical troubleshooting skills across Mac, Windows, iOS, and Chromebook platforms.

• Willingness and capability to provide weekend coverage.

• Familiarity with AI tools like Perplexity Computer is advantageous.

• A quiet workspace with strong internet connection, along with a functioning webcam and microphone.

• Remote work within the U.S. only.

• U.S. work authorization is required.

• Experience in K-12 or 1:1 device programs is a plus.

• Familiarity with help desk/ticketing platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or similar is a bonus.

• Bilingual proficiency in English and Spanish is a bonus.

• CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or similar certifications are considered advantageous.

🏝️ Benefits

• $25/hour

• Remote work arrangement