IT Tech Support and Help Desk Specialist

Bayaan Academy; Baltimore (MD); Remote; USD 42,000 - 52,000; Full time

Job summary

Bayaan Academy is seeking an IT Tech Support and Help Desk Specialist to provide frontline support for students, families, and staff. You will manage tickets, troubleshoot login and access issues, and ensure smooth operation of educational platforms.

You will assist with Canvas LMS and PowerSchool SIS, maintain the IT knowledge base, and help teachers with basic Canvas troubleshooting and virtual meeting integrations, reporting recurring issues to IT leadership.

Qualifications

• Experience in IT help desk or remote customer service.
• Strong troubleshooting across OS, browsers and peripherals.
• Excellent written and spoken communication; explain tech to non-technical users.
• Ability to follow SOPs and maintain ticket logs.

Responsibilities

• Provide live technical support and manage help desk tickets for students, families, and staff.
• Troubleshoot login issues, account access and basic hardware/browser problems.
• Assist users with navigating Canvas LMS and PowerSchool SIS.
• Maintain, organize, and update the IT knowledge base and user guides.
• Assist teachers with Canvas troubleshooting and virtual meeting integrations.
• Identify and report recurring technical issues to IT leadership.
• Use approved enterprise AI tools to draft ticket responses and streamline support workflows.

Skills

IT help desk

Tech support

Remote support

Troubleshooting

Communication

Tools

Canvas LMS

PowerSchool SIS

Job description

Bayaan Academy

IT Tech Support and Help Desk Specialist

Department

• IT

Location

• Remote

Type

• Full-time

Position Overview

The IT Tech Support and Help Desk Specialist provides frontline technical support for students, families, and staff. You will manage help desk tickets, troubleshoot system access issues, and ensure the smooth operation of our core digital learning platforms.

Key Responsibilities

• Provide live technical support and manage help desk tickets for students, parents, and staff.
• Troubleshoot and resolve login issues, account access, and basic hardware/browser problems.
• Assist users with navigating and accessing PowerSchool SIS and Canvas LMS.
• Maintain, organize, and update the IT knowledge base and user guides.
• Assist teachers with basic Canvas troubleshooting and virtual meeting integrations.
• Identify and report recurring technical issues to the IT leadership team.
• Use approved enterprise AI tools to draft ticket responses, structure help articles, and streamline support workflows.

Minimum Qualifications

• Experience in an IT help desk, tech support, or remote customer service role.
• Comfortable navigating standard office workspaces, virtual meeting platforms, and educational tools.
• Strong troubleshooting skills for standard computer operating systems, web browsers, and peripherals (cameras, mics).
• Excellent written and spoken communication skills, with the ability to explain technical concepts to non-technical users (including children and parents).
• Ability to follow standard operating procedures and maintain accurate ticket logs.

Preferred Qualifications

• Familiarity with Canvas LMS and PowerSchool SIS.
• IT support or networking certifications.
• Experience with help desk ticketing systems.