IT Support Specialist, Homeschool

Location: THDA - Amargosa, CA

Job :119

# of Openings:1

At Learning Matters Educational Group, we are dedicated to equipping charter schools with the essential educational support and resources necessary to empower students. Currently serving schools across four states, with additional states in the works, our passionate team is driven by the purpose of reaching and serving students who have not been prioritized by traditional educational settings. Our goal is to ensure that every student, regardless of their background or circumstances, is fully prepared to graduate and embrace their Next Big Step.

The Homeschool IT Support Specialist serves as a frontline ambassador for the school district's technology services, providing exceptional technical support to staff, educators, students, and families. This position plays a vital role in supporting day-to‑day IT operations, with a specialized focus on help desk services for the Homeschool program. The technician will troubleshoot hardware, software, and network issues; manage device deployments and inventory;

support classroom and office technology; and ensure accurate and timely documentation of incidents and solutions. With a customer‑focused mindset, strong technical aptitude, and effective communication, this position enables our community to be productive and successful with technology.

• Manage the full lifecycle of student Chromebook devices, including configuration, asset tracking, shipment to homeschool families, returns processing, and redeployment
• Serve as the primary help desk technician for the Homeschool department, responding to email and phone support requests from families and staff
• Provide Tier 1 technical support for hardware, software, and network issues for staff and students
• Assist with device inventory management, deployments, and lifecycle tracking
• Perform basic networking tasks such as cabling, printer configurations, and troubleshooting connectivity issues
• Assist higher-tier IT staff with technology audits by gathering data, verifying inventory, and supporting documentation efforts
• Manage and maintain user accounts in Google Workspace, including account creation, password resets, andgroup membership updates
• Train and guide users on IT systems, applications, and best practices
• Maintain accurate ticketing system records and contribute to IT knowledge base
• Travel between school sites as needed
• Collaborate with other IT staff to ensure consistent, high-quality support across all departments
• Education
• Graduation from high school supplemented by significant course work in information technology.

• Associates degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 1–3 years of experience in an IT support or related field
• Strong knowledge of desktop operating systems (Windows, macOS), productivity software, and common applications
• Familiarity with Google Workspace for Education administration
• Familiarity with troubleshooting techniques, networking concepts and basic understanding of IT security best practices
• Strong organizational and documentation skills
• Ability to work independently, manage time effectively, and prioritize competing demands
• Excellent customer service and interpersonal skills
• Willingness to learn and adapt to new technologies

• Ticket Resolution Time:
  Average time to resolve support tickets within the expected service level window
• First Contact Resolution Rate:
  Percentage of tickets resolved without escalation
• Response Time:
  Time from ticket submission to initial response
• User Satisfaction Score:
  Ratings and feedback from staff, students, and families following support interactions
• Chromebook Management:
  Inventory accuracy, asset tracking compliance, and timeliness and accuracy of Chromebook shipment and return processing
• Documentation Quality:
  Frequency and accuracy of contributions to the internal knowledge base
• Support Coverage:
  Demonstrated responsiveness and reliability in supporting the Homeschool department