Responsibilities
- Provide Mission-Critical Support: Respond quickly and accurately to student and faculty technical support needs across multiple channels to ensure learning never stops
- Empower Students: Help students troubleshoot hardware (laptops, hotspots) and software (web applications, browser permissions), while simultaneously increasing their digital literacy skills
- Manage Digital Identities: Support device management and account provisioning for students across multiple platforms
- Oversee Tech Lifecycles: Order and manage replacement devices for students. Manage the 'bench' by repairing and refurbishing returned equipment for future use
- Collaborate Cross-Functionally: Partner with Admissions, Student Success, and Onboarding teams to improve the end-to-end student experience
- Build the Playbook: Identify patterns and trends in support tickets to create proactive solutions and documentation that prevent future issues
Requirements
- At least 2 years of customer-facing technical support experience
- Hands-on experience with Google Workspace, Chrome OS, and Windows 10/11 troubleshooting
- Understanding of home Wi-Fi and ISP troubleshooting, including power-cycling and signal strength diagnostics for cellular hotspots
- Experience with Zendesk or similar ticketing systems and value ticket hygiene, accuracy, and punctuality
- High empathy and de-escalation skills, remaining supportive even when students or faculty are frustrated
- Ability to thrive in a startup environment characterized by ambiguity and rapid change
- Willingness to work a flexible schedule, including occasional evenings and weekends, to support our live online classes
Nice to Have
- Familiarity with Google Admin Console, Intune, or Jamf
- Admin-level knowledge of Zoom or Google Meet permissions
- Experience in a Higher Education or K-12 IT environment
- Foundational: CompTIA A+ or Google IT Support Professional Certificate
- Systems: Google Workspace Administrator or Microsoft 365 Certified: Endpoint Administrator
- Networking: CompTIA Network+
- Service: ITIL 4 Foundation or HDI-Desktop Support Technician
Benefits
- Medical Insurance + free Dental and Vision Insurance
- 401(k) match
- Fertility benefits via Carrot
- Flexible Time Away + paid holidays
- In-office lunches for our Atlanta office
- Social events - happy hours, birthday celebrations, holiday parties, & more!
Work Arrangement
Hybrid
Additional Information
- Opportunity to make an impact – you’ll be an integral player in bringing our vision to life
- Unfortunately, we are unable to offer new H-1B visa sponsorship for this position. Candidates must already be authorized to work in the U.S. without requiring new H-1B sponsorship. However, we can support H-1B transfers and are able to sponsor TN visas for eligible Canadian and Mexican citizens.
