Remote IT Support Specialist

About Texas Sports Academy

Texas Sports Academy caters to serious student-athletes from Kindergarten through 12th grade, combining rigorous academics with exceptional athletic training. Using the innovative 2-Hour Learning model, students complete twice the standard material in two hours daily with former professional and Division 1 athletes coaching training sessions in the afternoons.

Role Overview

We are seeking a Remote IT Support Specialist to assist students and parents in resolving technical difficulties related to devices, learning platforms, and associated tools. This position acts as the initial point of contact for technical issues, providing fast, clear, and professional guidance towards effective solutions.

Key Responsibilities

• Provide primary technical support to students and parents via email, chat, tickets, and phone calls.
• Troubleshoot laptop and tablet problems including login challenges, software errors, connectivity issues, and basic hardware concerns, guiding users through step-by-step solutions.
• Assist with navigation and problem resolution on learning platforms and connected tools, including account access and common operational questions.
• Identify and escalate complex issues needing hardware repairs, further analysis, or management intervention, ensuring thorough context is provided.
• Maintain and update internal knowledge bases and family-facing help documents to streamline issue resolution.
• Accurately document support tickets, monitor recurring problems, and prepare weekly reports on volume, resolution times, and trending issues for leadership.

Candidate Requirements

• Minimum four years of experience providing end-user technical support to non-technical users, preferably in education or service sectors.
• Strong customer service skills with patient and clear communication, especially when addressing urgent device failures.
• Exceptional written communication skills to craft warm, precise, and comprehensible support responses and documentation.
• Proven troubleshooting capabilities across Mac, Windows, iOS, and Chromebook platforms addressing device, software, connectivity, and account issues.
• Availability to work weekend shifts as scheduled by the team.
• Comfortable using AI tools such as Perplexity Computer to assist in communication and troubleshooting.
• A reliable home workspace with stable internet, and functional webcam and microphone.
• Must be located in the United States with valid U.S. work authorization.

Preferred Qualifications

• Experience with K-12 or one-to-one device programs aiding student and family support.
• Familiarity with help desk or ticketing software like Zendesk, Freshdesk, or HubSpot Service Hub.
• Bilingual proficiency in English and Spanish to support Spanish-speaking families.
• Relevant certifications such as CompTIA A+, Google Workspace Administrator, or Apple Certified Support Professional.