Help Desk Support Agent

Help Desk Support AgentPosition SummaryThe Help Desk Support Agent provides frontline technical support for students, caregivers, and staff within TECCAs fully hybrid learning environment. This role supports the districts 1:1 device initiative for staff and students by troubleshooting hardware, software, connectivity, and access issues while ensuring timely resolution of support requests. The Help Desk Support Agent plays a critical role in maintaining uninterrupted student access to instruction and technology resources.The position requires strong customer service skills, technical troubleshooting abilities, and the ability to communicate effectively with staff, students, and families in a virtual environment.Essential Duties and Responsibilities- Provide frontline technical support for students, caregivers, and staff.- Troubleshoot device hardware, software, login, connectivity, and platform access issues.- Support students and families with navigating educational platforms, coursework systems, and learning tools.- Manage and respond to requests through the ticketing, phone, and live chat systems.- Escalate unresolved or complex technical issues to the Supervisor of Technology.- Coordinate device replacement requests with the Shipping & Receiving team.- Assist with onboarding support and basic technology training for students and caregivers.- Set up, configure, and maintain student and staff devices.- Document support issues, resolutions, and recurring technical concerns.- Support device repair, warranty, and replacement workflows.- Maintain confidentiality and compliance with FERPA and district technology policies.- Assist Shipping & Receiving operations during peak periods, including summer device deployment.- Participate in staggered scheduling to provide extended Help Desk coverage.- Support district cybersecurity and data privacy practices.- Perform additional duties as assigned.Required Qualifications- Associate degree or relevant certification in Information Technology, Computer Science, or related field preferred; equivalent experience considered.- Experience providing technical support or customer service.- Knowledge of Windows, Chromebook, and Google Workspace environments.- Strong troubleshooting and problem-solving skills.- Excellent communication and interpersonal skills.- Ability to explain technical concepts to non-technical users.- Ability to manage multiple priorities in a fast-paced environment.- Commitment to providing high-quality customer service.- Preferred Qualifications- Experience supporting students or families in an educational environment.- Experience with ticketing systems, remote support tools, or device management platforms.- Familiarity with Google Admin Console and remote support software.- Bilingual skills preferred.Work Environment- Full-time in person position at 300 Foxborough Blvd, Foxborough, MA 02035- Extended or staggered work hours required.- Increased workload during school startup periods and major system rollouts.- Ability to lift, carry, and move boxes and technology equipment up to 50 pounds.- Ability to stand, bend, and move throughout the workday.- Ability to operate standard office and shipping equipment.Terms of EmploymentFull-time in person position at 300 Foxborough Blvd, Foxborough, MA 02035Salary established by TECCA.Subject to successful background and fingerprint checks in accordance with state requirements.