IT Help Desk Technician L1 (Austin, TX, Full-Time)

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

Job summary

Texas Sports Academy in Austin, TX is hiring an IT Help Desk Technician to be the first contact for students and families facing technical issues with devices, learning platforms, and connected tools.

You will diagnose problems, guide users through fixes, escalate when needed, and help maintain documentation and weekly reports. The role requires 2–3 years of end-user support, strong communication, and a willingness to work weekends.

Qualifications

• 2–3 years supporting non-technical users in education or service environments.
• You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
• Clear written communication and ability to document fixes for teammates.

Responsibilities

• First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
• Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
• Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
• Escalate When Needed: Identify issues requiring hardware repair or deeper investigation and escalate with full context for the next agent.
• Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current.
• Track and Report on Support Volume: Log every ticket accurately and share weekly reporting with leadership.

Skills

End-User Support Experience

Customer Service Orientation

Clear Written Communication

Troubleshooting Skills

Weekend Availability

AI Tools Familiarity

AI Tools

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Perplexity Computer

Job description

About the Role

Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.

We are hiring an IT Help Desk Technician, based in Austin, TX, to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.

What You'll Do

• First-Line Family Support:Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
• Troubleshoot Device Issues:Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
• Support Learning Platforms:Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
• Escalate When Needed:Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalation them cleanly with all the context the next person needs.
• Maintain Support Documentation:Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
• Track and Report on Support Volume:Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.

What We're Looking For

• End-User Support Experience:2-3 years supporting non-technical users, ideally in a school, education, consumer, or service environment. You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
• Strong Customer Service Orientation:You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before class.
• Clear Written Communication:You can write a support response that is warm, precise, and easy to follow, and you can document a fix so the next person on the team can repeat it.
• Troubleshooting Skills:Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
• Weekend Availability:Willing and able to work a schedule that includes weekend coverage. Specific hours will be defined based on team needs.
• AI Forward:We use AI tools daily to draft communications, summarize tickets, and speed up troubleshooting. Familiarity with tools such as Perplexity Computer is a plus.
• Location:Based in Austin, TX. U.S. work authorization required.

Bonus Points

• K-12 or 1:1 Device Program Experience:Prior experience supporting student device programs or families in an education setting.
• Help Desk or Ticketing Platform Experience:Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
• Bilingual (English/Spanish):Ability to support Spanish-speaking families.
• Certifications:CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.

Pay: $25/hour