Associate Technical Support Advisor
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Job Description
Technical Support Advisor providing Tier 1 troubleshooting for Google Workspace for Education at CDW, a technology solutions provider. Supporting school IT administrators through tickets, calls, training, and documentation.
Responsibilities:
- Provide Tier 1 technical support for Google Workspace for Education via email, Google Meet, and phone
- Triage and manage incoming support tickets while meeting first-contact and SLA requirements
- Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies
- Escalate complex issues to Tier 2/Tier 3 support and continue supporting escalated issues as needed
- Train and advise school IT administrators on Google Workspace Admin Console, GAM, CDW Education SaaS tools, and related technologies
- Deliver excellent customer service and maintain high customer satisfaction
- Contribute to team productivity goals, including approximately 20% of weekly team ticket closures
- Create, maintain, and improve Knowledge Base and Help Center documentation
- Use AI tools and resources to improve efficiency and streamline operations
- Stay current on Google Workspace for Education, Google Cloud, and CDW Education SaaS changes
- Develop subject matter expertise through collaboration, training, and learning resources
- Collaborate across the Delivery Department on presentations, customer chats, other team support, and cross-functional initiatives
- Maintain 1:1 documentation and meet project and training deadlines
- Ensure coverage during out-of-office periods by coordinating meetings, monitoring tickets, and updating availability
Requirements:
- Bachelor’s degree and exposure to technology administration OR 4+ years of experience in technology administration
- Email management, including authentication, spam and phishing safety, mail forwarding, and routing
- Understanding of Chrome OS, including device management, settings, security, apps, and extensions
- Excellent oral communication skills with customers and coworkers
- Superior troubleshooting and customer service skills
- Ability to balance and plan short-term and long-term team actions
- Strong documentation skills
- Knowledge and use of Zendesk or a similar ticketing system
- Ability to collaborate with team members to improve support
- Maintain required certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification
- K-12/higher education exposure is a plus
- Google Workspace Admin Console management experience, preferably as a Super Admin, or active Professional Google Workspace Administrator Certification is a plus
Benefits:
- Benefits overview provided at https://cdw.benefit-info.com/
- LinkedIn Learning and other training resources
- Salary ranges may be subject to geographic differentials
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