Homeschool IT Support Specialist
Taylion Homeschool
In-person (onsite) Position Help Desk Technician – Homeschool IT Support What’s Your Next Big Step? 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. How You Will Make An Impact The Help Desk Technician is an entry-level IT support position and a great fit for someone beginning a career in information technology. As a frontline ambassador for our schools' technology services, you will provide friendly, dependable Tier 1 help desk support to staff, educators, students, and families, with a specialized focus on the Homeschool program. In this role, you will respond to help desk requests by email and phone; troubleshoot common hardware, software, and network issues; set up and track devices and inventory; support classroom and office technology; and document incidents and solutions accurately and on time. You will work alongside higher-tier IT staff and escalate complex issues to them, building your technical skills along the way. Some prior IT job is preferred; a customer-focused mindset, strong technical aptitude, and clear communication will help you succeed. Key Responsibilities
- 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 entry-level Tier 1 help desk support for hardware, software, and network issues for staff and students, escalating complex issues to higher-tier IT staff
- 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, and group 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. Preferred Qualifications
- Associate’s degree in Information Technology, Computer Science, or related field, or equivalent coursework, certifications (such as CompTIA A+ or Google IT Support), or hands-on experience
- Entry level: 0–1 year of experience in IT support or a related field; internships, school projects, volunteer work, or customer service experience are welcome
- Working 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
- Eagerness to learn, grow, and adapt to new technologies
Key Performance Indicators
- 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
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