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About the Role
Texas Sports Academy is seeking an IT Help Desk Technician in Austin, TX, to provide technical support to students and parents, assisting them with devices, learning platforms, and connected tools. This role is crucial for ensuring a smooth technical experience for our academic and athletic community.
Responsibilities
- Serve as the primary contact for students and parents experiencing technical issues via 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.
- Identify and escalate issues requiring hardware repair, deeper investigation, or leadership involvement.
- Maintain internal knowledge base and family-facing help articles.
- Log all tickets accurately, monitor for recurring issues, and provide weekly reports on support volume, resolution time, and key themes.
Requirements
- 2-3 years of end-user support experience, preferably in a school, education, consumer, or service environment.
- Ability to clearly communicate technical solutions to non-technical users.
- Strong customer service orientation with patience and clarity, especially during stressful situations.
- Proficiency in 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 communication, ticket summarization, and troubleshooting is a plus.
- U.S. work authorization required.
Skills
- Customer Service
- Technical Support
- Troubleshooting
- Written Communication
- Documentation
- Reporting
- AI Tools
Location
- Austin, TX
Work Type
- Onsite
- Full-time
Experience Level
- 2-3 years
Salary/Compensations
- $25/hour
About the Company
- Texas Sports Academy is a K-12 school for student-athletes focused on elite academics and high-level athletic development.
- Utilizes a 2-Hour Learning model allowing for extensive afternoon athletic training with professional and D1 athlete coaches.