About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT (Education Technology).\n\nApplicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

• Provide Tier 1 technical support for Google Workspace for Education and related SaaS tools via email, Google Meet, and phone.
• Triage and manage incoming support tickets (Zendesk or similar), ensuring timely first contact and adherence to SLAs.
• Troubleshoot, research, test, and report on Google Workspace, Google Cloud, Chrome OS, and connected technologies.
• Escalate complex issues to Tier 2/Tier 3 using sound judgment and continue to support escalated cases as needed.
• Train and advise school IT administrators on Google Workspace Admin Console, GAM, device management, and Confidential Client education SaaS tools.
• Create, maintain, and improve internal and customer-facing documentation (Knowledge Base / Help Center).
• Use AI tools and available resources to improve efficiency, manage workload, and streamline daily operations.
• Contribute toward team productivity goals (targeting ~20% of weekly team ticket closures per individual).
• Stay current on product changes, maintain required certifications, and develop subject-matter expertise through continuous learning.
• Collaborate across the Delivery Department to support presentations, customer chats, cross-functional initiatives, and coverage planning.

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What We’re Looking For

• Bachelor’s degree with exposure to technology administration OR 4+ years of experience in technology administration.
• Hands-on experience with email management (authentication, spam/phishing mitigation, forwarding/routing).
• Understanding of Chrome OS device management, settings, security, and app/extension workflows.
• Experience using Zendesk or similar ticketing systems for support ticket management.
• Strong troubleshooting skills and a customer-service mindset focused on clear, professional communication.
• Good documentation skills and the ability to balance short-term and long-term team priorities.
• K‑12 or higher-education support experience is a plus.
• Google Workspace Admin Console experience (Super Admin preferred) or active Professional Google Workspace Administrator Certification is a plus.
• Willingness to adopt AI-assisted workflows responsibly; at least one Google certification and one Google AI certification are expected to be maintained once onboarded.

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Compensation & Benefits

• Pay range: $60,000 - $81,200 per year (depending on experience and skill set). Salary ranges may be subject to geographic differentials.
• Benefits overview: https://cdw.benefit-info.com/ (managed by Confidential Client).
• This role is offered by Confidential Client; final compensation and benefits details will be confirmed during the hiring process.

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Working Conditions & Schedule

• Remote position (applicants must be authorized to work in the United States).
• This role requires coverage 8:00 AM PT to 5:00 PM PT (scheduled shift).
• The position is full-time and may require coordination for coverage during out-of-office periods and periodic cross-team support activities.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.