Austin IT Help Desk Tech L1 - Student & Family Support

Texas Sports Academy; Austin (TX); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Pay: $25/hour

Job summary

Texas Sports Academy in Austin, TX is seeking an IT Help Desk Technician to support students and families with device, platform, and account issues. You will be the first point of contact and guide them to a quick, clear resolution.

You will troubleshoot Mac/Windows/iOS/Chromebook, maintain help articles, and track ticket volume for weekly leadership updates. Weekend coverage is required; US work authorization is required.

Qualifications

• 2–3 years of end-user support experience in education or service settings.
• Strong customer service with clear written communication.
• Ability to diagnose device, software, connectivity, and account issues on Mac, Windows, iOS, and Chromebook.
• Weekend availability as scheduled.
• Familiarity with AI tools for drafting communications.
• Based in Austin, TX with US work authorization.

Responsibilities

• Serve as primary contact for students and parents with tech issues.
• Troubleshoot laptops, tablets, and classroom devices.
• Assist with learning platforms and connected tools.
• Escalate hardware repairs or complex cases with context.
• Maintain knowledge base and family-facing help articles.
• Log tickets and report on volume and trends weekly.

Skills

End-User Support

Customer Service

Written Communication

Troubleshooting

Weekend Availability

AI Tools

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Job description

Texas Sports Academy in Austin, TX is seeking an IT Help Desk Technician to support students and families with device, platform, and account issues. You will be the first point of contact and guide them to a quick, clear resolution.

You will troubleshoot Mac/Windows/iOS/Chromebook, maintain help articles, and track ticket volume for weekly leadership updates. Weekend coverage is required; US work authorization is required.