Help Desk Support/Technical Support - Remote

Atlanta, United States | Posted on 05/27/2026

Job Type FT Contract

Date Opened 05/27/2026

Target Date 06/19/2026

City Atlanta

State/Province Georgia

Country United States

Assigned Recruiter(s) Ananth Vegiraju

Number of Positions 1

Job Description
Provides frontline Tier-1 technical support within a K-12 public school district environment for teachers, administrators, support staff, students, and families. This role serves as the primary first point of contact for technology‑related incidents and service requests, focusing on customer service, issue resolution, and user enablement. The Tier 1 Analyst is responsible for resolving common technical issues, documenting support interactions, utilizing remote support tools, and escalating unresolved issues to higher support tiers when appropriate. This position requires a customer‑focused, solutions‑oriented professional who can communicate effectively with both technical and non‑technical users while supporting district technology operations in a fast‑paced educational environment.

Key Responsibilities

Provide Tier-1 support through phone, email, chat, walk‑up, and remote support channels

Receive, log, categorize, prioritize, troubleshoot, and resolve technical incidents and standard service requests

Deliver professional and customer‑focused technical support to district staff, students, and families

Utilize remote support tools to diagnose and resolve hardware, software, password, account, printing, classroom technology, and connectivity issues

Maintain accurate and detailed ticket documentation including troubleshooting steps, resolution notes, and customer communication

Escalate unresolved or complex incidents to Tier‑2 or specialized support teams following established procedures

Monitor and respond to support requests within established service level expectations

Assist with password resets, account unlocks, Single Sign‑On (SSO), and basic identity management support

Support district classroom technology, end‑user devices, audio‑visual equipment, and instructional applications

Create and update knowledgebase articles and support documentation for common issues

Support district self‑service initiatives and user education efforts

Participate in collaborative troubleshooting, support swarming, and operational support activities

Identify recurring incidents and communicate trends to leadership and technical teams

Follow district policies related to cybersecurity, data privacy, acceptable use, and student information confidentiality

Support district technology rollouts, seasonal projects, and operational initiatives as assigned

Key Skills & Qualifications

Strong customer service, communication, and interpersonal skills

Ability to support diverse users in a K-12 educational environment

Strong troubleshooting and problem‑solving abilities

Ability to explain technical concepts clearly to non‑technical users

Experience working within structured support and escalation processes

Ability to multitask and manage competing priorities in a fast‑paced environment

Strong organizational and documentation skills

Ability to work collaboratively with technical teams, instructional staff, and district departments

Awareness of cybersecurity and student data privacy best practices

Willingness to learn new technologies, support tools, and operational processes

Experience

Minimum 1-3 years of experience in Help Desk, Service Desk, technical support, customer support, or related IT support roles required

Experience supporting K-12 education, public sector, healthcare, or enterprise users preferred

Experience supporting classroom technology or instructional applications preferred

Entry‑level certifications such as CompTIA A+, Google IT Support, or Microsoft Fundamentals preferred

Technical Requirements

Experience using IT Service Management (ITSM) and ticketing systems such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent

Experience using remote support and remote desktop tools

Working knowledge of Windows operating systems, Microsoft 365, Google Workspace, and common productivity tools

Familiarity with printers, wireless connectivity, classroom technology, and end‑user devices

Basic understanding of networking, audio‑visual systems, and device troubleshooting

Familiarity with knowledgebase platforms and self‑service portals preferred

Understanding of incident, request, and escalation management processes

Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and collaboration platforms

Operational Expectations

Expected to provide timely, professional, and customer‑focused technical support

Must maintain accurate ticket documentation and support records

Expected to follow district support procedures, escalation standards, and compliance requirements consistently

Supports district knowledge management and self‑service initiatives through documentation updates

Expected to contribute to customer satisfaction and service quality goals

Must maintain professionalism and confidentiality while supporting students, staff, and district systems

May assist with emergency support activities, district initiatives, and operational projects when required

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