IT Support Specialist

What You'll Do

• 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.

Requirements

• End-User Support Experience: 4+ years supporting non-technical users, ideally in a school, education, consumer, or service environment. This is not an entry-level role. You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
• Strong Customer Service Orientation: You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before class.
• Clear Written Communication: You can write a support response that is warm, precise, and easy to follow, and you can document a fix so the next person on the team can repeat it.
• 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. Specific hours will be defined based on team needs.
• AI Forward: We use AI tools daily to draft communications, summarize tickets, and speed up troubleshooting. Familiarity with 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, Help Desk or Ticketing Platform Experience, Bilingual (English/Spanish), Certifications (CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable).