IT Support Specialist

Description

About the company

The company is on a mission to accelerate the talent of tomorrow and reimagine what college can (and should) be. The problem is clear: college costs have skyrocketed, but outcomes haven’t. Traditional college hasn’t kept up with the aspirations of today’s students, and they can’t afford to wait.

At the company, we’ve built a two-year, accredited college where students learn from top professors at universities like Princeton, Stanford, and Howard, in live, online classes. Our students graduate with in-demand business and AI skills, ready to launch their careers or transfer to top four-year universities. Our unique approach is grounded in a pioneering technology platform and a heavily researched student success model that offers students dedicated advisors and on-demand tutoring and coaching. We were also named one of Fast Company's Most Innovative Companies of 2024 .

The world has changed. Higher ed needs to catch up, and we’re leading the way - come join us!

About the Role

The Technology Support Team at the company plays a critical dual role providing responsive support to both our students and faculty, as well as to our internal corporate staff. We are seeking an IT Support Specialist to provide remote support for students and faculty in a fast-paced environment. You will be the go-to person for troubleshooting devices such as laptops, internet hotspots, and web applications, while also managing Mobile Device Management (MDM) accounts.

Additionally, you will play a hands-on role in our hardware lifecycle by refurbishing physical device returns so they are ready to be redeployed to students. You understand that technical issues can be frustrating, and you approach every challenge with patience, empathy, and persistence. If there’s a problem, you don’t rest until it’s solved.

This role is currently remote but will transition to a hybrid schedule over time. Applicants must be located in or near the Phoenix, AZ area to be eligible for consideration. Regular working hours are Monday–Friday from 1:00 pm to 10:00 PM PT.

You’re excited about this opportunity because you will…

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.

We’re excited about you because…

You are a Technical Translator: You have at least 2 years of customer-facing technical support experience. You can translate complex jargon into simple, actionable instructions for non-technical users.

You are a Power User: You have hands-on experience with Google Workspace, Chrome OS, and Windows 10/11 troubleshooting.

You are a Connectivity Expert: You understand home Wi-Fi and ISP troubleshooting, including power-cycling and signal strength diagnostics for cellular hotspots.

You are Process-Oriented: You have worked with Zendesk/Kustomer/Salesforce or similar ticketing systems and value ticket hygiene, accuracy, and punctuality.

You are Empathetic & Patient: You possess high empathy and de-escalation skills, remaining supportive even when students or faculty are frustrated.

You are Adaptable: You thrive in a startup environment characterized by ambiguity and rapid change.

You are Reliable: You are willing to work a flexible schedule, including occasional evenings and weekends, to support our live online classes.

This role is a remote position based in Phoenix, AZ. Candidates must be located in or near the Phoenix area to be eligible. Working hours are Monday–Friday from 1:00 PM to 10:00 PM PT.

Requirements

• MDM Experience: Familiarity with Google Admin Console, Intune, or Jamf.
• Virtual Classroom Tools: Admin-level knowledge of Zoom or Google Meet permissions.
• Educational Context: Experience in a Higher Education or K-12 IT environment.
• Preferred Certifications:
• 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.
• What you’ll get:
• A compensation package that includes a base salary ($47,000 - $56,000) + equity grant
• Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary will be localized.
• Medical Insurance + free Dental and Vision Insurance
• 401(k) match
• Fertility benefits via Carrot
• Hybrid work schedule (Mon & Fri remote; Tues-Thurs in-office)
• Flexible Time Away + paid holidays
• Social events - happy hours, birthday celebrations, holiday parties, & more!
• Opportunity to make an impact – you’ll be an integral player in bringing our vision to life
• Where we’re located: Phoenix, AZ
• 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.