POSITION TITLE (Oracle title)

CUSTOMER SUPPORT ANALYST

WORKING TITLE

Customer Support Analyst-Student Information Systems (SIS)

SCHOOL/DEPARTMENT

Technology Services Division (TSD)

LOCATION

Crossroads II, Cary, NC

PAY GRADE

Technology Grade 10

FLSA STATUS

Exempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position is eligible for a hybrid telework workweek

POSITION PURPOSE:

Provides excellent customer service related to SIS for Wake County Public School System (WCPSS) and its vendors while following the policies and procedures of the school system and the customer support center. Determines customer needs accurately and uses independent judgment to resolve the problem or to route or escalate the issue appropriately.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge of Microsoft Office, specifically Word, Excel, and PowerPoint; Google Apps;
• Considerable knowledge of personal computers (PCs) and networking systems;
• Considerable knowledge of Windows operating systems;
• Critical thinking and interpersonal skills;
• Ability to troubleshoot and analyze problems;
• Ability to work within a team, demonstrate initiative, and have excellent customer service skills
• Ability to exercise good judgment;
• Ability to troubleshoot, problem-solve, analyze problems, and have a logical approach for resolution; flexible approach to work;
• Ability to work effectively in a technical environment;
• 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 establish and maintain effective working relationships with school system staff, external agencies, and the public.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or equivalent; AND
• One year of experience serving in a help desk role or related field;
• 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

None

PREFERRED QUALIFICATIONS:

• Associates degree or higher from a regionally accredited college;
• Experience working with a SIS application;
• Experience working with Infinite Campus.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides customer service related to student information systems for WCPSS and its vendors while following the policies and procedures of the school system.
2. Determines customer needs accurately and uses independent judgment to solve the problem, route, or escalate the call to the appropriate individual, vendor, or supervisor according to technology standards.
3. Promotes help desk policy and technology standards by providing analysis and resolving issues.
4. Creates and maintains a positive image of the school system through successful customer service relationships.
5. Shares knowledge and supports other team members as solutions are implemented.
6. Processes telephone calls in a consistent respectful, accurate, and prompt manner during all hours of operation.
7. Multi-tasks and activates emergency procedures, as appropriate.
8. Provides hands-on technical assistance and training, when appropriate.
9. Performs other related duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This job operates in a professional office environment and has a noise level of mostly low to moderate. 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 and staff members. Work is considered light physical work, requiring the exertion of up to ten pounds of force.

EFFECTIVE DATE:  6/2026

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.