Associate Technical Support Advisor

CDW; Helena (MT); On-site; USD 45,000 - 60,000; Full time

Job summary

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team. You’ll provide Tier 1 support for Google Workspace for Education, troubleshoot across Google Workspace and related technologies, and guide school IT admins through Admin Console and GAM.

Your role supports North American school districts with a focus on customer experience. The position requires a bachelor’s degree or 4+ years in tech administration, strong communication, and the ability to maintain

Qualifications

• Bachelor's degree or 4+ years of technology administration/related experience.
• Knowledge of Chrome OS device management, security, and admin settings.
• Excellent oral communication skills with customers and co-workers.
• Strong troubleshooting and customer service abilities.
• Familiarity with Zendesk or similar ticketing systems.
• K-12/higher education exposure is a plus.
• Google Workspace Admin Console management experience; Google Admin certifications a plus.

Responsibilities

• Provide Tier 1 technical support for Google Workspace for Education via email, Meet, and phone.
• Triage and manage incoming support tickets with timely first contact and SLA adherence.
• Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies.
• Escalate complex issues to Tier 2/3 while continuing to support escalated cases.
• Train and advise school IT admins on Admin Console, GAM, and CDW Education SaaS tools.
• Deliver excellent customer service with high satisfaction.
• Contribute toward team productivity with an approximate 20% of weekly ticket closures target.
• Create and maintain internal and customer-facing documentation (Knowledge Base, Help Center).
• Use available AI tools to improve efficiency and workload management.
• Stay current on changes to Google Workspace for Education, Google Cloud, and CDW Education SaaS offerings.
• Maintain required certifications (Amplified Admin, at least one Google certification and one Google AI certification).
• Develop subject matter expertise and expand skills through team collaboration and training.
• Collaborate across Delivery Department and support cross-functional initiatives.
• Maintain 1:1 documentation, meet deadlines, and practice professional meeting conduct.
• Ensure coverage during out-of-office periods by coordinating meetings and updating availability.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Time management

Education

Bachelor's degree or 4+ years experience

Tools

Google Admin Console

Google Workspace

Google Meet

Zendesk

Job description

We're looking for a curious, tech-savvy problem solver to join our Support Team. If you enjoy exploring new technology, digging into the Google Workspace for Education Admin Console and Gemini, and continually learning new ways to solve challenges, you'll feel right at home here. Our team supports school districts of all sizes across North America, helping them get the most from their technology while delivering an exceptional customer experience. As a Support Consultant, you'll provide guidance and troubleshooting across Google Workspace for Education core products and services, including paid Google Workspace for Education SKUs, and CDW Education SaaS tools.

A Tier 1 Level Technical Support is an entry level position in the CDW Education Support Team. This position will be required to work from 8am PT to 5pm PT.

• Provide Tier 1 technical support for Google Workspace for Education, troubleshooting customer issues via email, Google Meet, and phone.
• Triage and manage incoming support tickets, ensuring timely first contact and adherence to established SLAs.
• Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies.
• Escalate complex issues to Tier 2/Tier 3 support using appropriate judgment and continue supporting escalated issues as needed.
• Train and advise school IT administrators on Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies.
• Deliver excellent customer service with a goal of maintaining high customer satisfaction.
• Contribute toward team productivity goals, including an individual target of approximately 20% of weekly team ticket closures.
• Create, maintain, and improve internal and customer-facing documentation, including Knowledge Base and Help Center articles.
• Use available AI tools and resources to improve efficiency, manage workload, and streamline daily operations.
• Stay current on changes to Google Workspace for Education, Google Cloud technologies, and CDW Education SaaS offerings.
• Maintain required certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification.
• Develop subject matter expertise in assigned areas and continuously expand skills through team collaboration, training, and resources such as LinkedIn Learning.
• Collaborate across the Delivery Department, including supporting presentations, monitoring customer chats, assisting other teams, and participating in cross-functional initiatives.
• Maintain required 1:1 documentation, meet project and training deadlines, and demonstrate professional meeting practices, including timely responses and attendance.
• Ensure appropriate coverage during out-of-office periods by coordinating customer meetings, monitoring assigned tickets, and updating email and calendar availability.

• Bachelor's degree and exposure to technology administration OR 4+ years of experience in technology administration
• Understanding of Chrome OS, including device management, settings, security, apps and extensions, etc.
• Excellent oral communication skills that are focused on a helpful, professional, and concise manner with customers, co-workers, etc.
• Superior troubleshooting and customer service skills
• An ability to balance and plan the short-term and long-term actions of the team
• Knowledge and Use of Zendesk or similar ticketing system for support ticket management
• Collaborate with other team members to constantly improve the level of support offered
• K-12/higher education exposure, a plus
• Google Workspace Admin Console management experience preferably as a Super Admin or active Professional Google Workspace Administrator Certification, a plus

During our application process, our goal is to understand your experience, strengths, skills, and qualifications. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do.

All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.