L2 It Operations Specialist

Texas Sports Academy Main • Austin, TX

4d • Onsite

About The Position

Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.
We're hiring an L2 IT Operations Specialist to keep technology working across the academy. You'll handle escalated support issues, set staff up to work remotely, and troubleshoot everything from MacOS problems to home network outages. This is a fully onsite role.

Requirements

• You know MacOS well: system settings, user accounts and permissions, common failure patterns, and the Apple hardware it runs on.
• You can troubleshoot home and small office networks (routers, Wi-Fi, DNS, VPNs) with a non-technical person on the other end of the line.
• You stay patient and clear with frustrated users, backed by 5+ years of customer-facing work, whether the person on the line is a teacher mid-lesson or a parent at home.
• You've owned escalations end to end, backed by 2-3 years of hands-on IT work in helpdesk, desktop support, or IT operations.
• This role is onsite at our downtown Austin location. You must live in Austin to be considered for the role.

Nice To Haves

• You've worked at an MSP or IT firm and supported multiple clients with different environments at once.
• You've managed Apple devices with a platform like Jamf, Kandji, or Mosyle.
• You've worked in a tool like Zendesk, Freshservice, or Jira Service Management and know how to keep a queue moving.
• CompTIA A+ or Network+, or an Apple support certification.
• You've supported a school or worked directly with students and families.

Responsibilities

• Take escalated tickets from staff, coaches, and families, dig into root causes, and see each issue through until it's actually fixed.
• Troubleshoot MacOS and Apple hardware, from account and permissions problems to failing components, and make the repair-or-replace call.
• Provision and configure devices for people working remotely, then walk them through getting their home setup running.
• Diagnose home network and small office issues: Wi-Fi coverage, router configuration, DNS, VPNs, and printers, often over a call or screen share.
• Track hardware through its lifecycle: ordering, deployment, repairs, and replacement.
• Write and maintain runbooks and knowledge base articles so common fixes are repeatable and users can solve simple problems themselves.
• Work problems methodically: reproduce the issue, rule out causes, fix it, and document what you found, even when the ticket just says 'nothing works'.

What This Job Offers

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