Remote IT Support Specialist

Texas Sports Academy Main

2d • Remote

About The Position

Texas Sports Academy is seeking a Remote IT Support Specialist to assist students and parents with technical issues related to devices, learning platforms, and connected tools. This role serves as the primary point of contact for technical support, ensuring quick, clear, and professional resolutions for families. The ideal candidate will have a strong customer service orientation and experience supporting non-technical users, preferably in an educational setting. This is not an entry-level position and requires a minimum of 4 years of relevant experience.

Requirements

• 4+ years supporting non-technical users, ideally in a school, education, consumer, or service environment.
• Strong customer service orientation with the ability to communicate patiently and clearly, especially in stressful situations.
• Clear written communication skills for precise and easy-to-follow support responses and documentation.
• Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
• Willingness and ability to work a schedule that includes weekend coverage.
• Familiarity with AI tools for drafting communications, summarizing tickets, and troubleshooting.
• Reliable home setup including a quiet workspace, strong internet, and a working webcam and microphone.
• U.S. work authorization required.
• Remote work within the U.S. only.

Nice To Haves

• Prior experience supporting student device programs or families in an education setting (K-12 or 1:1 Device Program Experience).
• Hands-on experience with help desk or ticketing platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or comparable platforms.
• Bilingual (English/Spanish) ability to support Spanish-speaking families.
• Certifications such as CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.

Responsibilities

• Serve as the primary contact for students and parents experiencing technical issues, responding quickly through 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 navigate learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
• Identify issues requiring hardware repair, deeper investigation, or leadership involvement, and escalate them with necessary context.
• Keep internal knowledge base and family-facing help articles current.
• Log every ticket accurately, monitor for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed