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About the Role
Texas Sports Academy is seeking an L2 IT Operations Specialist to manage and maintain technology across the school, handling escalated support issues, remote setups, and troubleshooting various technical problems.
Responsibilities
- Handle escalated support tickets from staff, coaches, and families, ensuring issues are resolved.
- Troubleshoot MacOS and Apple hardware, including account, permissions, and hardware failures.
- Provision and configure devices for remote workers and assist with home network setups.
- Diagnose and resolve home and small office network issues such as Wi-Fi, router configuration, DNS, VPNs, and printers.
- Manage hardware assets throughout their lifecycle, including ordering, deployment, repair, and replacement.
- Create and maintain runbooks and knowledge base articles for common fixes.
- Methodically troubleshoot issues by reproducing, diagnosing, fixing, and documenting solutions.
- Provide customer service with patience and clarity to users, including teachers and parents.
Requirements
- Proven ability to troubleshoot MacOS and Apple hardware, including system settings, user accounts, permissions, and common failure patterns.
- Ability to troubleshoot home and small office networks (routers, Wi-Fi, DNS, VPNs) with non-technical users.
- Minimum of 5 years of customer-facing work experience.
- Minimum of 2-3 years of hands-on IT experience in helpdesk, desktop support, or IT operations.
- Must live in Austin, Texas.
Skills
- MacOS troubleshooting
- Apple hardware support
- Remote setup
- Network troubleshooting
- Asset management
- Documentation
- Customer service
- MSP background (preferred)
- MDM experience (preferred)
- Ticketing systems (Zendesk, Freshservice, Jira Service Management) (preferred)
- CompTIA A+ or Network+ certifications (preferred)
- Apple support certification (preferred)
- Education experience (preferred)
Location
- Austin, Texas
Work Type
- Onsite
- Full-time
Experience Level
- 2-3 years of IT experience
- 5+ years of customer-facing work
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 to cover material efficiently, allowing afternoons for athletic training.
- Coaching is provided by former professional and D1 athletes.