IT Support Specialist
Skills
AcademiesCoachingComputer RepairContextEnglishHubspotMac
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years supporting non-technical users in a school education consumer or service environment
- Strong customer service orientation with patience and clear communication
- Clear written communication for support responses and documentation
- Practical troubleshooting experience across Mac Windows iOS and Chromebook
- Weekend availability with coverage aligned to team needs
- Familiarity with AI tools used for drafting summarizing and troubleshooting
- Reliable home setup with quiet workspace strong internet webcam and microphone
- U.S. only remote role with U.S. work authorization required
Nice to have
- K-12 support experience
- 1:1 device program experience
- Ticketing platform experience
- Bilingual English Spanish
- CompTIA A+
Day to day
- Serve as the first point of contact for students and parents experiencing technical issues through email chat ticketing and phone support
- Diagnose and resolve laptop tablet login software connectivity and basic hardware problems with clear step by step guidance
- Support learning platforms and connected tools by helping families with account access common errors and routine how-to questions
- Escalate complex issues cleanly with complete context maintain knowledge base content and report on ticket trends and resolution metrics