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Remote IT Support Specialist

1 week, 1 day ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
iOS
Apply Now
Sports Academy

Sports Academy

Sports Academy offers a transformative educational experience that integrates sports and academics, fostering resilience, teamwork, and leadership skills in students to prepare them for success in both their educational and personal lives.

Education Services
Founded 2014
View All Jobs 19

Description

  • Serve as the primary first-line support contact for students and parents via email, chat, ticketing, and phone.
  • Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions.
  • Help students and parents access and use learning platforms and connected tools, including account access and common how-to issues.
  • Escalate hardware repairs, deeper investigations, and leadership-level issues with complete context for follow-up.
  • Maintain internal knowledge base articles and family-facing help documentation.
  • Log support tickets accurately and track recurring issues.
  • Share weekly reporting on ticket volume, resolution time, and top support themes with leadership.

Requirements

  • 4+ years of end-user support experience, ideally in a school, education, consumer, or service environment.
  • Experience supporting non-technical users and growing a support function over time; this is not an entry-level role.
  • Strong customer service skills with patience and clarity when helping students and parents.
  • Ability to write warm, precise, and easy-to-follow support responses and documentation.
  • Practical troubleshooting experience with device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
  • Willingness to work a schedule that includes weekend coverage.
  • Familiarity with AI tools used for drafting communications, summarizing tickets, and troubleshooting; Perplexity Computer is a plus.
  • Reliable home office setup with a quiet workspace, strong internet, working webcam, and microphone.
  • Remote U.S.-only location with U.S. work authorization required.
  • K-12 or 1:1 device program experience is a plus.
  • Experience with ticketing platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or similar is a plus.
  • Bilingual English/Spanish ability is a plus.
  • CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications are a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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