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About the Role

Texas Sports Academy is hiring a Remote IT Help Desk Technician to assist students and parents with technical issues related to devices, learning platforms, and connected tools. This role serves as the first point of contact for resolving technical problems efficiently, clearly, and professionally.

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.
• Assist students and parents with navigating learning platforms and connected tools, including account access, common errors, and how-to questions.
• Identify and escalate issues requiring hardware repair, deeper investigation, or leadership involvement with complete context.
• Maintain internal knowledge base and family-facing help articles to ensure common issues are resolved quickly.
• Accurately log all tickets, monitor for recurring issues, and provide weekly reports on volume, resolution time, and top themes to leadership.

Requirements

• 2-3 years of end-user support experience, preferably in a school, education, consumer, or service environment.
• Strong customer service orientation with patient and clear communication skills, especially during stressful situations.
• Ability to write clear, precise, and easy-to-follow support responses and documentation.
• Practical experience troubleshooting 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 communication, ticket summarization, and troubleshooting is a plus.
• Must have a reliable home setup including a quiet workspace, strong internet, and a working webcam and microphone.
• U.S. work authorization required.

Skills

• Customer Service
• Troubleshooting
• Written Communication
• Technical Support
• Help Desk Software
• AI Tools

Location

• Remote (U.S. only)

Work Type

• Remote
• Full-time

Experience Level

• 2-3 years

Salary/Compensations

• $25/hour

About the Company

• Texas Sports Academy is a K-12 school for serious student-athletes seeking elite academics and high-level athletic development.
• Students utilize a 2-Hour Learning model to cover material, freeing up afternoons for training with former pro and D1 athletes.