IT Support Specialist

Campus•Phoenix, AZ

33d•$47,000 - $56,000•Hybrid

About The Position

The Technology Support Team at Campus provides responsive support to students, faculty, and internal corporate staff. This role focuses on providing remote support for students and faculty, troubleshooting devices like laptops and internet hotspots, and managing Mobile Device Management (MDM) accounts. The IT Support Specialist will also be responsible for refurbishing returned hardware to prepare it for redeployment. The role requires patience, empathy, and persistence in resolving technical issues. This position is currently remote but will transition to a hybrid schedule, requiring applicants to be located in or near the Phoenix, AZ area. Regular working hours are Monday–Friday from 1:00 pm to 10:00 PM PT.

Requirements

At least 2 years of customer-facing technical support experience.
Ability to translate complex jargon into simple, actionable instructions for non-technical users.
Hands-on experience with Google Workspace, Chrome OS, and Windows 10/11 troubleshooting.
Understanding of home Wi-Fi and ISP troubleshooting, including power-cycling and signal strength diagnostics for cellular hotspots.
Experience with Zendesk/Kustomer/Salesforce or similar ticketing systems.
High empathy and de-escalation skills.
Ability to thrive in a startup environment characterized by ambiguity and rapid change.
Willingness to work a flexible schedule, including occasional evenings and weekends.
Must be located in or near the Phoenix, AZ area.
Must be authorized to work in the U.S. without requiring new H-1B sponsorship. H-1B transfers and TN visas for eligible Canadian and Mexican citizens are supported.

Nice To Haves

Familiarity with Google Admin Console, Intune, or Jamf (MDM Experience).
Admin-level knowledge of Zoom or Google Meet permissions (Virtual Classroom Tools).
Experience in a Higher Education or K-12 IT environment.
Foundational Certifications: CompTIA A+ or Google IT Support Professional Certificate.
Systems Certifications: Google Workspace Administrator or Microsoft 365 Certified: Endpoint Administrator.
Networking Certification: CompTIA Network+.
Service Certification: ITIL 4 Foundation or HDI-Desktop Support Technician.

Responsibilities

Provide Mission-Critical Support: Respond quickly and accurately to student and faculty technical support needs across multiple channels to ensure learning never stops.
Empower Students: Help students troubleshoot hardware (laptops, hotspots) and software (web applications, browser permissions), while simultaneously increasing their digital literacy skills.
Manage Digital Identities: Support device management and account provisioning for students across multiple platforms.
Oversee Tech Lifecycles: Order and manage replacement devices for students. Manage the "bench" by repairing and refurbishing returned equipment for future use.
Collaborate Cross-Functionally: Partner with Admissions, Student Success, and Onboarding teams to improve the end-to-end student experience.
Build the Playbook: Identify patterns and trends in support tickets to create proactive solutions and documentation that prevent future issues.