L1 IT Help Desk — Student & Parent Tech Support

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

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.