POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN (IST)

WORKING TITLE

Instructional Support Technician-Digital Tools and Applications  

SCHOOL/DEPARTMENT

Technology Services Division (TSD)

LOCATION

Crossroads II, Cary, NC

PAY GRADE

Technology Grade 17

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position is eligible for Hybrid Telework workweek

POSITION PURPOSE:

Provides technical support for the district learning management system and other instructional digital resources; gathers technical specifications for digital resources within the Wake County Public School System (WCPSS) in accordance with school system standards, procedures, and policies.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge of troubleshooting issues related to digital resources;
• Considerable knowledge of collaborative productivity tools (e.g., Google Workspace, Microsoft Office);
• Considerable knowledge and competence working in a PC and Apple/Mac environment;
• Excellent customer service skills;
• Strong analytical and organizational skills;
• Ability to quickly learn new digital resources;
• Ability to establish priorities and adjust to varying needs and deadlines;
• Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure the appropriate flow of information, collaborative efforts, and feedback;
• Ability to function effectively within a team environment and to work independently without close supervision;
• Ability to establish and maintain effective working relationships with school system staff, students, and vendors.

EDUCATION, TRAINING, AND EXPERIENCE

• Associate’s degree in a relevant technology field; AND
• Experience troubleshooting technology related issues.

An equivalent combination of relevant education, training, and experience which provides the knowledge, skills, and abilities necessary to successfully meet the essential duties may be considered.

CERTIFICATION AND LICENSE REQUIREMENTS

• Must hold and maintain a valid motor vehicle operator’s license according to the State of North Carolina requirements.

PREFERRED QUALIFICATIONS:

• Two years of experience working in a K-12 education environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides technical assistance to end users at WCPSS schools and Central Services departments for district approved digital resources.
2. Develops end-user documentation as it relates to district approved digital resources.
3. Maintains accurate, detailed, timely, and customer-focused documentation of all assigned issues in the WCPSS ticketing system.
4. Acts as the liaison between Technology Support Services and end-user communities by answering questions and relaying district standards and procedures.
5. Complies with all WCPSS standards, procedures, and processes. Completes required administrative documents including but not limited to timesheets, leave forms and expense reports in a detailed, timely and accurate manner.
6. Complies with internal reporting and communication structures.
7. Stays abreast of current and emerging digital resources.
8. Performs other related duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, scanners, and copiers. The position, at times, must be able to come into direct contact with school system staff, students, and the community. Work at times requires the ability to lift, carry, push, pull, or exert up to 25 pounds. Physical requirements are consistent with those for medium work. The work requires frequently involving driving automotive equipment. Travel required within Wake County.

EFFECTIVE DATE:  2/2025

DISCLAIMER:  The above statements are intended to describe the general purpose and responsibilities assigned to this position.  They are not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and skills required by the employees assigned to this position.  This description may be revised by HR and approved at any time.