IT Support Specialist

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Texas Sports Academy

WebsiteLinkedInAll Job Openings

2 - 10 employees

📚 Education

⚽ Sports

Education • Sports

Texas Sports Academy is a private, Texas-based elite sports academy and accelerated school for student-athletes that combines AI-powered, mastery-based academic instruction with professional-level athletic training and life-skills development. Students complete core academics in a focused two-hour morning block using personalized, AI-driven learning, then spend afternoons (noon–4pm) training with former professional athletes and coaches while receiving instruction in leadership, financial literacy, NIL prep, and content creation. The organization operates multiple Texas locations (Carrollton, Houston, Plano), emphasizes faster academic mastery and athletic development for grades ~3–11, and positions itself as an alternative to traditional full-day schooling for serious student-athletes.

📋 Description

• 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

• End-User Support Experience: 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.