Help Desk Specialist

Company Description Pace Charter School is a primary and secondary education institution based in Anchorage, Alaska, serving students and families in the local community. The school is committed to providing a supportive learning environment that fosters academic growth, personal development, and respect for diversity. Pace Charter School emphasizes collaboration among educators, staff, families, and learners to create engaging educational experiences. Team members join a mission-driven organization focused on student success and continuous improvement. The school values professionalism, reliability, and a strong service mindset in all support roles.
Role Description The Help Desk Specialist is a full-time, remote role responsible for providing technical assistance and support to teachers, staff, and other stakeholders. Day-to-day responsibilities include responding to help desk tickets, phone calls, and emails; diagnosing and resolving hardware, software, and connectivity issues; and guiding users through step-by-step solutions. The role involves supporting desktop computers, laptops, and common classroom technologies, as well as documenting incidents, resolutions, and recurring issues in a ticketing system. The Help Desk Specialist will escalate complex issues to higher-level support when necessary, maintain clear communication with users about status and resolution times, and contribute to knowledge base articles and user guides. Collaboration with the IT team on system updates, rollouts, and best practices is also expected.
Qualifications

• Strong Technical Support and Help Desk Support skills, with experience handling tickets and user requests in a structured environment.
• Proficiency in Troubleshooting and Desktop Computers, including operating systems, basic networking, and common productivity tools.
• Demonstrated Customer Support skills, with the ability to communicate clearly, patiently, and respectfully with users of varying technical backgrounds.
• Ability to prioritize tasks, manage time effectively in a remote setting, and maintain accurate documentation of issues and resolutions.
• Familiarity with K–12 or education environments, learning technologies, and classroom devices is preferred but not required.
• Relevant certification (e.g., CompTIA A+, HDI) or equivalent practical experience is beneficial.
• High school diploma or equivalent required; additional technical coursework or degree in Information Technology or a related field is a plus.