Education Tech Support Advisor (Tier 1)

CDW; California City (CA); On-site; USD 60,000 - 81,000; Full time

Job summary

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team across North America. You will provide Tier 1 guidance and troubleshooting for Google Workspace for Education core products, GAM, and CDW Education SaaS tools, helping school districts maximize technology and customer satisfaction.

You will triage tickets, work with SLAs, document solutions, and train IT admins on the Admin Console while leveraging AI tools to improve efficiency.

Qualifications

• Bachelor’s degree or 4+ years in technology administration.
• Experience with Google Workspace for Education Admin Console.
• Familiarity with ticketing systems and SLAs.
• Ability to learn and use CDW Education SaaS tools.

Responsibilities

• Provide Tier 1 technical support for Google Workspace for Education via email, Meet, and phone.
• Triage and manage incoming support tickets ensuring timely first contact and SLA adherence.
• Troubleshoot, research, test, and report on Google Workspace and related technologies.
• Escalate complex issues to Tier 2/3 and continue supporting escalated issues.
• Train and advise school IT admins on Google Workspace Admin Console, GAM, and CDW tools.
• Deliver excellent customer service to maintain high customer satisfaction.
• Contribute to team productivity and document Knowledge Base and Help Center articles.

Skills

Google Workspace for Education

Customer service

Troubleshooting

Documentation

Communication

Education

Bachelor’s degree or equivalent in technology administration

Tools

GAM

Google Admin Console

Zendesk

Job description

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team across North America. You will provide Tier 1 guidance and troubleshooting for Google Workspace for Education core products, GAM, and CDW Education SaaS tools, helping school districts maximize technology and customer satisfaction.

You will triage tickets, work with SLAs, document solutions, and train IT admins on the Admin Console while leveraging AI tools to improve efficiency.