IT Support Specialist

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

📋 Description

• First-Line Family Support: Act as the main point of contact for students and parents facing technical difficulties, providing prompt assistance via email, chat, ticketing, and phone as required.

• Troubleshoot Device Issues: Identify and resolve problems with laptops and tablets, including login difficulties, software malfunctions, connectivity challenges, and basic hardware inquiries, guiding families through solutions step-by-step.

• Support Learning Platforms: Assist students and parents in navigating our educational platforms and associated tools, including account access, common errors, and everyday how-to queries.

• Escalate When Needed: Recognize the limited number of issues that necessitate hardware repair, further investigation, or leadership intervention, and escalate them effectively with all necessary context for the next individual involved.

• Maintain Support Documentation: Ensure our internal knowledge base and family-facing help articles are up-to-date, enabling faster resolution of common issues over time.

• Track and Report on Support Volume: Accurately log every ticket, monitor recurring problems, and provide weekly reports on volume, resolution times, and prevalent themes to leadership.

⛳️ Requirements

• End-User Support Experience: A minimum of 3 years supporting non-technical users, preferably in a school, educational, consumer, or service environment. This is not an entry-level position. You should be able to detail the systems you supported, the issues you resolved, and how you have developed a support function over time.

• Strong Customer Service Orientation: You communicate with patience and clarity to students and parents, particularly in high-pressure situations such as device malfunctions before class.

• Clear Written Communication: You can craft support responses that are warm, precise, and easy to understand, and you can document solutions so that the next team member can replicate them.

• Troubleshooting Skills: Hands-on experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook systems.

• Weekend Availability: Willingness and capacity to work a schedule that includes weekend coverage. Specific hours will be determined based on team requirements.

• AI Forward: Daily use of AI tools to draft communications, summarize tickets, and expedite troubleshooting is expected. Familiarity with tools such as Perplexity Computer is an advantage.

• Reliable Home Setup: A quiet workspace, strong internet connection, and a functioning webcam and microphone are essential.

• Location: Remote (U.S. only). U.S. work authorization is required.

• Bonus Points

• K-12 or 1:1 Device Program Experience: Previous experience supporting student device programs or families within an educational context.

• Help Desk or Ticketing Platform Experience: Practical experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a similar platform.

• Bilingual (English/Spanish): Ability to provide support to Spanish-speaking families.

• Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or equivalent certifications.