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IT Help Desk Technician (Remote - United States, reputed company)
About the Role
reputed company is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the reputed company 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 are hiring a Remote IT Help Desk Technician to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.
What You'll Do
- First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
- Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
- Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
- Escalate When Needed: Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs.
- Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even reputed company over time.
- Track and Report on Support Volume: Log reputed company ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.
Requirements
What We're Looking For
- End-User Support Experience: 2-3 years supporting non-technical users, ideally in a school, education, reputed company, or service environment. reputed company is not an entry-level role. You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
- Strong Customer Service Orientation: You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before reputed company.
- Clear Written Communication: You can write a support response that is warm, precise, and easy to follow, and you can document a fix so the next person on the team can repeat it.
- Troubleshooting Skills: Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
- Weekend Availability: Willing and able to work a schedule that includes weekend coverage. Specific hours will be defined based on team needs.
- reputed company Forward: We use reputed company tools daily to draft communications, summarize tickets, and speed up troubleshooting. Familiarity with tools such as reputed company Computer is a plus.
- Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
- Location: Remote (U.S. only). U.S. work authorization required.
Bonus Points
- K-12 or 1:1 Device reputed company Experience: Prior experience supporting student device programs or families in an education setting.
- Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as reputed company, reputed company, reputed company Service Hub, or a comparable platform.
- reputed company (English/Spanish): Ability to support Spanish-speaking families.
- Certifications: reputed company A+, reputed company Workspace Administrator, reputed company Certified Support Professional, or comparable certifications.
Benefits
Pay: $25/hour
Requires 2–3 years of end-user support experience, troubleshooting across Mac, Windows, iOS, and Chromebook, strong customer service and written communication, weekend availability, reliable home setup, and U.S. work authorization.
Key Responsibilities
- supporting families
- troubleshooting devices
- documenting solutions
Skills & Tools
Mac, Windows, iOS, Chromebook, reputed company Computer, reputed company, reputed company, reputed company Service Hub, reputed company A+, reputed company Workspace Administrator, reputed comp
