Remote IT Operations Specialist

Texas Sports Academy is seeking an IT Operations Specialist based in Austin to manage the full lifecycle of our MacBook Neo fleet. In this role, you will receive devices ordered from our suppliers, configure them with required software and security settings, manage inventory, ship units to our school campuses across Texas, and serve as the primary technical contact for students experiencing laptop issues.

What You'll Do

• Device configuration and deployment: Receive each MacBook Neo ordered by the organization and prepare it for use. This includes installing our standard software stack, applying MDM profiles, configuring user accounts, and enforcing security settings before any device is shipped to a campus.
• Inventory and delivery management: Receive inbound shipments at your Austin location, inspect each unit upon arrival, log serial numbers, and maintain organized inventory. Ensure accurate records of which devices are on hand, in transit, and deployed at each school.
• Outbound shipping to campuses: Pack and ship laptops to our schools, coaches, and staff across Texas. Coordinate carrier pickups, track every shipment, and resolve any delivery issues that arise.
• Returns and device recovery: Process returned, damaged, or end-of-life devices. Diagnose issues, wipe and reimage devices for redeployment when possible, and retire devices that have reached end of life. Aim to process returns within 48 hours of receipt.
• Student technical support: Serve as the first point of contact for students experiencing laptop issues, including login problems, software errors, and hardware concerns. Resolve issues directly when possible, guide families through fixes by phone or email, and escalate hardware repairs as needed.
• Inventory accuracy: Maintain a complete and accurate device tracking system at all times, including assignment records, device status, and lifecycle history.

• IT operations experience: 3+ years of experience deploying and managing macOS devices at scale, including imaging, MDM configuration, and standardized deployment workflows.
• Comfort with hands-on work: This role requires regular physical work, including receiving shipments, lifting boxes, organizing inventory, and preparing outbound packages. Candidates should be comfortable with the operational and logistics side of the role.
• Strong customer service orientation: Ability to communicate clearly and patiently with students and parents, particularly during stressful situations such as a device failure before class.
• Attention to detail: Consistent, accurate record-keeping across inventory, shipments, and device assignments. The role requires someone who can be trusted to track every serial number and shipment without exception.
• Austin-based: Candidates must live in or around Austin and have a suitable workspace (home office, garage, or storage space) to receive shipments, store inventory, and prepare devices. 
• AI forward: We use AI tools daily to streamline communications, automate repetitive tasks, and improve troubleshooting. Familiarity with tools such as Perplexity Computer is a plus.

Preferred Qualifications

• K-12 or 1:1 device program experience: Prior experience supporting student device programs, including the deployment of 100 or more devices.
• MDM platform experience: Hands-on experience with Apple Business Manager, Jamf, Kandji, Mosyle, or a comparable platform in a production environment.
• Scripting or automation experience: Familiarity with scripting or automation tools used to streamline device imaging and onboarding.
• Logistics and shipping experience: Experience using platforms such as ShipStation or EasyPost to manage outbound shipping operations at scale.