Information Technology Technical Support

The Midtown Group is urgently seeking to hire at least ten recent grads with Computer Science or other technology related bachelor's degrees and some technical support experience for long term Tech Support II roles with a prestigious EdTech organization.

Our client provides school systems with secure, reliable, online testing solutions for state standards, including summative, interim, and formative assessments via their proprietary softwares. The organization's offerings include standardized testing for grades K–12 in core subjects, along with innovative tools like an AI-powered writing assistant and early childhood assessments. These tools help with data-driven insights, student performance improvement, and educational accountability, while a family portal provides easy access to student progress for parents.

We've worked with the award winning hiring company for over fourteen years and our contractors that work there consistently rave about the training they receive, love the organization’s commitment to technology and education, and seem to always greatly appreciate the professional experience they gain by being selected for these types of assignments.

The standardized testing busy season is quickly approaching and interviews will begin immediately. The projected start date is early January 2026 and all contractors can expect to the engagement to last through the end of May/early June time frame with potential six month + extensions dependent on performance and business needs.

Here are the details:

Tier 2 Technical Support

The Contract Agent, Tier 2 Technical Support will be responsible for learning and understanding our client's proprietary online testing software, related web-based applications, and internal case analysis tools through an intensive, remote-based two-week training period. At the conclusion of the training, the Contract Agent should be able to provide Tier 2 level technical support of Cambium Assessment applications to users located across the United States.

Essential Job Functions:

• Provide problem resolution for all system requests escalated by the Tier I Help Desk or Program Management teams in an accurate and timely manner.
• Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
• Ability to support installation and troubleshooting on both desktop (i.e., Macs, Linux, and Windows) and mobile (i.e., iPad and Chromebook) devices; problem/incident recording, and problem resolution/escalation.
• Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system.
• Ability to interact with external users to obtain and convey concise problem information in a professional manner by phone or email.
• Help resolve user-reported problems in adherence with established procedures and policies for the handling of support cases.
• Maintain regular communication with all stakeholders to keep them informed of progress to resolve all outstanding issues.

Required Qualifications:

• Bachelor’s Degree from an accredited university in an Information Technical field.
• A minimum of one (1) year of customer service experience, preferably remote telephonic support.
• Strong English oral and written communication skills
• High attention to detail.
• Excellent time management.
• Quiet dedicated workspace.
• Able to work in a fast-paced setting.
• Self-driven with a strong sense of accountability.

**OR

• Bachelor’s Degree from an accredited university.
• Three (3) or more years of direct experience supporting SaaS (Software as a Service) products/customers.
• Strong knowledge of networking principles to aid with basic troubleshooting.
• Proficient in applying technical troubleshooting framework to identify root causes.
• Three (3) or more years of telephone, email and chat technical customer support.
• High attention to detail.
• Excellent time management.
• Quiet dedicated workspace.
• Able to work in a fast-paced setting.
• Self-driven with a strong sense of accountability.

Hours:

1st shift start times:

8 a.m. to 4:30 p.m. EDT, 9 a.m. to 5:30 p.m. EDT, 10 a.m. to 6:30 p.m. EDT.

2nd shift start times:

11 to 7 p.m. EDT, 12 p.m. to 8 p.m., and 1:30 p.m. to 9:30 p.m. EDT

We are looking to fill several eight hour shifts starting from 8 a.m. ET up to 1:30 p.m ET. Flexibility to change shifts plus or minus 1-2 hours from Management for team and/or business needs is a hard requirement.

Compensation and benefits

Competitive, will depend on experience, and is usually around the $26 to $28 or so per hour range and will come with signing and completion bonuses.

These contract roles are expected to last 5 months, perhaps longer, and some high performing employees will be considered for full time jobs, as they become available.

Medical insurance and other benefits are available and some PTO will be accrued.

Please note, candidates based in Washington, DC area are preferred but we are open to candidates from anywhere in the U.S.

Interested and qualified candidates are encouraged to send resumes, college transcripts and/or proof of graduation, and desired shift preferences ASAP to David@themidtowngroup.com