Associate Technical Support Advisor at CDW in Washington, DC

Job description

We’re looking for a curious, tech-savvy problem solver to join our Support Team. If you enjoy exploring new technology, digging into the Google Workspace for Education Admin Console and Gemini, and continually learning new ways to solve challenges, you’ll feel right at home here. Our team supports school districts of all sizes across North America, helping them get the most from their technology while delivering an exceptional customer experience. As a Support Consultant, you’ll provide guidance and troubleshooting across Google Workspace for Education core products and services, including paid Google Workspace for Education SKUs, and CDW Education SaaS tools. A Tier 1 Level Technical Support is an entry level position in the CDW Education Support Team. This position will be required to work from 8am PT to 5pm PT. What you will do Provide Tier 1 technical support for Google Workspace for Education, troubleshooting customer issues via email, Google Meet, and phone. Triage and manage incoming support tickets, ensuring timely first contact and adherence to established SLAs. Troubleshoot, research, test, and report on Google Workspace, Google Cloud, and related technologies. Escalate complex issues to Tier 2/Tier 3 support using appropriate judgment 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 with a goal of maintaining high customer satisfaction. Contribute toward team productivity goals, including an individual target of approximately 20% of weekly team ticket closures. Create, maintain, and improve internal and customer-facing documentation, including Knowledge Base and Help Center articles. Use available AI tools and resources to improve efficiency, manage workload, and streamline daily operations. Stay current on changes to Google Workspace for Education, Google Cloud technologies, and CDW Education SaaS offerings. Maintain required certifications, including Amplified Admin certifications, at least one Google certification, and at least one Google AI certification. Develop subject matter expertise in assigned areas and continuously expand skills through team collaboration, training, and resources such as LinkedIn Learning. Collaborate across the Delivery Department, including supporting presentations, monitoring customer chats, assisting other teams, and participating in cross-functional initiatives. Maintain required 1:1 documentation, meet project and training deadlines, and demonstrate professional meeting practices, including timely responses and attendance. Ensure appropriate coverage during out-of-office periods by coordinating customer meetings, monitoring assigned tickets, and updating email and calendar availability. What we expect of you 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, routing, etc. Understanding of Chrome OS, including device management, settings, security, apps and extensions, etc. Excellent oral communication skills that are focused on a helpful, professional, and concise manner with customers, co-workers, etc. Superior troubleshooting and customer service skills An ability to balance and plan the short-term and long-term actions of the team Strong documentation skills Knowledge and Use of Zendesk or similar ticketing system for support ticket management Collaborate with other team members to constantly improve the level of support offered K-12/higher education exposure, a plus Google Workspace Admin Console management experience preferably as a Super Admin or active Professional Google Workspace Administrator Certification, a plus Pay range: $60,000 - $81,200 depending on experience and skill set Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject