IT Help Desk Technician (Remote - United States, Full-Time)

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 a Remote IT Help Desk Technician 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 escalate 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.

Requirements

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. This is not an entry-level role. 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.
  • Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
  • Location: Remote (U.S. only). 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.

Benefits


Pay: $25/hour

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

Other Jobs To Apply

Entry Level Financial Protection Specialist (Remote)

LOUNGE HOST

Assistant Manager, Andros Sport

Federal Staffing Specialist (Fully Remote)

Adjunct Nursing Instructor

Order Builder Loader (Nights)

Senior IT Project Manager (Part-Time, 1099) Remote DMV

amazon flex $15+/ Hour (Sign on Bonus)!

Detenton Officer El Paso, Texas

Data Entry Coordinator Junior (Remote)

Adjunct Instructor Pool - Pre-licensure Nursing

ESL Tutor(Full/Part Time)

REMOTE - Inside Sales Advisor-Merchant Services

Patient Access Representative 3 (On-Site) (H)

amazon flex $15+/ Hour (Sign on Bonus)!

Remote Digital Chat Moderator – Flexible Schedule, Part-Time Community Engagement Role | $25-$35/hr at arenaflex

Senior Digital Marketing Sales Executive

Amazon Customer Service

Senior Client Services Specialist, EOR Operations - EMEA

75k starting bonus! Physician Family Medicine or Internal Medicine

Delivery Consultant

Data Entry Clerk Work From Home - Part-Time Focus Group Participants (Up To $750/Week)

[Hiring] Veeva QMS @USM

Remote Online Consumer Research Panelist

reputed company reputed company(Data, Remote, Entry Level)

Data Entry Specialist

Director, Global People Programs

Service Associate - Night

Global Developer Engagement Representative, Part-Time, Contractor

Work from Home Client Service Advisor (Entry Level / No Experience)

Digital Copy Editor (Remote)

Remote Business /Product Analyst

Remote Customer Service Specialist

**reputed company Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support**

Sales Consultant

Area Manager, Early Career (2027) - SoCal, HI

Remote Emergency Roadside Telephone Responder

Remote | Customer Service & Reservations Associate | Entry Level

Host - McDonough

Warehouse Loader Unloader - Now Hiring

reputed company reputed company(Data, Remote, Entry Level)

**reputed company Guest Relation Officer / Live Chat Agent - US REMOTE Opportunity at arenaflex**

Remote Online Product Support - No Experience

EDM Design & Library Consultant

Online Instructor Wanted — Fitness & Nutrition reputed company | Part-Time | Evenings | Remote

Remote Document Review Project Manager

amazon flex $15+/ Hour (Sign on Bonus)!

Remote GTM Strategy Lead - FinTech Growth & Enablement

In-Home Nurse Practitioner or Physician Assistant Part Time

Clinical Risk Liaison