IT Support Specialist

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.

• Frontline Support: Own the support queue for students, families, and staff: respond quickly, troubleshoot the problem, and see every ticket through to resolution.
• Account Administration: Provision, update, and deactivate accounts across our learning platforms and internal tools so access stays accurate as people join and leave.
• Onboarding: Set up new students and staff with the accounts and tools they need, and confirm everything works before day one.
• Documentation: Write clear how-to guides and internal runbooks so common issues get solved once, and keep them current as tools change.
• AI-Assisted Support: Use AI tools daily to research unfamiliar problems, draft documentation, and resolve tickets faster.
• Escalation: Investigate complex issues, document what you find, and hand them to vendors or teammates with the context they need to act quickly.
• Root Cause Analysis: Spot recurring problems, figure out why they happen, and fix the source so the same tickets stop coming back.

• Ownership: Strong ownership and ability to work independently.
• Experience: Experience in IT, technical support, customer support, or a related role.
• AI Fluency: AI-forward, with hands-on experience using AI tools to research, troubleshoot, and document.
• Learning Agility: Quick learner who can pick up new tools, systems, and processes.
• Follow-Through: Proactive, resourceful, and focused on driving issues to resolution.
• Communication: Able to explain technical and academic workflows to nontechnical users.
• Troubleshooting: Strong troubleshooting skills, from investigation through escalation.
• Comfort with Ambiguity: Comfortable navigating unfamiliar work and asking thoughtful questions.
• Location: This is a remote role; you must be authorized to work in the United States.

• EdTech
  
  Experience:
  
  You've supported a school or worked with learning platforms and student information systems.
• Systems Administration: You've managed SSO, device management, or admin consoles for SaaS tools.
• Scripting and Automation: You can write simple scripts or build automations that remove repetitive work.
• Ticketing Systems: You've worked in a help desk tool and know how to keep a queue organized.