IT Support Specialist (Austin, Full-Time)

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. We’re hiring an IT Support Specialist to keep technology working for everyone in the program: students, families, and staff. You’ll be the first line of support when something breaks, the owner of accounts and access, and the person who documents how things work so problems stay solved. This is a remote role with real ownership from first report to final fix. What You’ll Do

• 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., * 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.