Help Desk / Technical Support Associate (Level 1, EdTech)

Job Description

Job Description

The Role

We are seeking a detail-oriented Help Desk / Technical Support Associate (Level 1, EdTech) to join our growing team at Kloud-12. You’ll handle structured technical tasks that keep classroom technology running, working closely with Customer Success Coordinators and Level 2 Techs to ensure schools and districts have a seamless experience. This is a great opportunity for someone excited to start their career in tech support and develop into a key contributor.

At Kloud-12, we’re a fast-growing edtech company. Startup culture means adaptability, initiative, and teamwork are key — and as we scale, you’ll have opportunities to learn new tools, take on new challenges, and build a career in education technology support.

What You’ll Do

• Execute support tasks: Account changes, device updates.
• Manage devices: Update channel names, rename relocated cameras, perform quality checks.
• Resolve issues: Use checklists for routine IP camera troubleshooting.
• Escalate complex cases: Forward unresolved issues to Level 2 techs.
• Perform outreach: Use templated macros for offline devices.
• Complete warranty tasks: Handle RMA forms, shipping confirmations, and preparation assignments.
• Run tech checks: Complete and document pre-training checks, escalating as needed.

Qualifications

• High school diploma or equivalent required; relevant coursework or certifications a plus.
• 1–2 years of experience in technical support or another detail-oriented role preferred.
• Strong attention to detail when following checklists, forms, or data entry procedures.
• Proficiency with Google Workspace (Gmail, Drive, Docs, Sheets, etc.).
• Comfort using web interfaces to adjust settings, verify details, or gather information.
• Basic understanding of networking (e.g., checking online/offline status); advanced expertise not required.
• Familiarity with ticketing systems (e.g., Zendesk) a plus.
• Clear written and verbal communication skills with strong organization.
• Collaborative, service-driven mindset with curiosity to grow.

Compensation and Benefits

• $40,000 – $50,000
• 10 Paid Holidays
• 20 days of Paid Time Off (PTO) per year.
• 3 additional paid sick days per year.
• Health, vision, dental, and life insurance: Company pays 100% of employee benefits (90-day waiting period)
• 401(k) participation available with 4% match by company (90-day waiting period).

Core cultural competencies of Kloud-12

• Take 100% responsibility — not more, not less.
• Treat each other with respect.
• Enjoy the work.
• We do not quit — we persevere.
• We care about each other.
• When in doubt, talk it out.

About Kloud-12

Based in the Greater Metro Atlanta Area, Kloud-12 is a leading provider of classroom technology solutions for K-12 schools. With an emphasis on ease of use and seamless integration, Kloud-12 helps districts modernize classrooms and communication systems while empowering educators to focus on what matters most — student success.

As this is an in-office position, personal transportation is required to commute to our office located about 30 minutes northeast of Atlanta, right off of I-85 N.

Kloud-12 develops and sells proprietary 360&degree; classroom camera solutions, classroom audio systems, and the MoreVoice Unity bells, paging, and intercom system to public K-12 schools.

Company Description

Kloud-12 develops and sells proprietary 360&degree; classroom camera solutions, classroom audio systems, and the MoreVoice Unity bells, paging, and intercom system to public K-12 schools.