Google Workspace Education Support Specialist

CDW

New Mexico

On-site

USD 60,000 - 81,000

Full time

6 days ago

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Job summary

CDW is seeking a curious, tech-savvy Support Consultant to join our Education Support Team. You’ll troubleshoot Google Workspace for Education core products, assist school IT admins, and deliver exceptional customer service to districts across North America.

You’ll handle Tier 1 tickets, triage, and collaborate with Tier 2/3 while developing subject matter expertise and documentation. A strong emphasis is placed on AI-enabled efficiency and continuous learning.

Qualifications

Bachelor's degree or 4+ years of technology administration.
Email management including authentication, spam and phishing safety, mail forwarding, routing, etc.
Understanding of Chrome OS, device management and security.
Excellent oral communication skills focused on a helpful, professional, and concise manner with customers.
Superior troubleshooting and customer service skills.

Responsibilities

Provide Tier 1 support for Google Workspace for Education via email, Google Meet, and phone.
Triage and manage incoming support tickets, ensuring timely first contact and adherence to SLAs.
Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies.
Escalate complex issues to Tier 2/3 and assist with escalated tickets as needed.
Train and advise school IT administrators on Google Workspace Admin Console, GAM, and CDW Education SaaS tools.
Deliver excellent customer service with high customer satisfaction.
Create, maintain, and improve documentation (Knowledge Base/Help Center).
Use AI tools to improve efficiency and workload management.