Associate Technical Support Advisor
About The Position
The Associate Technical Support Advisor is an entry-level Tier 1 role on CDW Education’s Support Team. The position provides technical guidance and troubleshooting to school districts across North America, primarily for Google Workspace for Education core products and paid SKUs, Google Cloud technologies, and CDW Education SaaS tools. Support is delivered through email, Google Meet, and phone, with a focus on timely ticket handling, meeting SLAs, and providing an exceptional customer experience. The required schedule is 8 a.m. to 5 p.m. Pacific Time. The advisor works with school IT administrators, handles and documents support issues, escalates complex cases while continuing to assist as needed, and contributes to team productivity and customer satisfaction. The role also involves maintaining certifications, developing expertise in assigned areas, keeping current with changing technologies, improving documentation, using AI tools to support daily work, and collaborating across CDW’s Delivery Department. CDW describes itself as an AI-fluent organization that values curiosity, learning, experimentation, and responsible use of AI to enhance—not replace—human creativity and decision-making. The company also describes a collaborative environment focused on trust, teamwork, customer impact, and employee growth.
Requirements
- Bachelor’s degree and exposure to technology administration, or at least 4 years of experience in technology administration.
- Knowledge of email management, including authentication, spam and phishing safety, mail forwarding, and routing.
- Understanding of Chrome OS, including device management, settings, security, apps, and extensions.
- Excellent oral communication skills, with a helpful, professional, and concise manner when communicating with customers and coworkers.
- Strong troubleshooting and customer service skills.
- Ability to balance and plan short-term and long-term actions for the team.
- Strong documentation skills.
- Knowledge and use of Zendesk or a similar ticketing system for support ticket management.
- Ability to collaborate with team members to continually improve the level of support offered.
Nice To Haves
- Exposure to K-12 or higher education.
- Google Workspace Admin Console management experience, preferably as a Super Admin, or an active Professional Google Workspace Administrator Certification.
Responsibilities
- Provide Tier 1 technical support for Google Workspace for Education and troubleshoot customer issues through email, Google Meet, and phone.
- Triage and manage incoming support tickets, ensuring timely first contact and adherence to established SLAs.
- Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies.
- Escalate complex issues to Tier 2 or Tier 3 support using appropriate judgment and continue supporting escalated issues as needed.
- Train and advise school IT administrators on Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies.
- Deliver customer service aimed at maintaining high customer satisfaction.
- Contribute to team productivity goals, including an individual target of approximately 20% of weekly team ticket closures.
- Create, maintain, and improve internal and customer-facing documentation, including Knowledge Base and Help Center articles.
- Use available AI tools and resources to improve efficiency, manage workload, and streamline daily operations.
- Stay current on changes to Google Workspace for Education, Google Cloud technologies, and CDW Education SaaS offerings.
- Maintain required Amplified Admin certifications, at least one Google certification, and at least one Google AI certification.
- Develop subject matter expertise in assigned areas and expand skills through collaboration, training, and resources such as LinkedIn Learning.
- Collaborate across the Delivery Department by supporting presentations, monitoring customer chats, assisting other teams, and participating in cross-functional initiatives.
- Maintain required 1:1 documentation, meet project and training deadlines, and follow professional meeting practices, including timely responses and attendance.
- Coordinate customer meetings, monitor assigned tickets, and update email and calendar availability to ensure coverage during out-of-office periods.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
