POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN

WORKING TITLE

Instructional Support Technician-Staff and Student Devices

SCHOOL/DEPARTMENT

Technology Resource Management

LOCATION

Reliance Warehouse, Apex, NC

PAY GRADE

Technology Grade 17

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position not eligible for Hybrid Telework workweek

POSITION PURPOSE:

Provides support for district staff and student device programs by servicing hardware, assisting with the distribution of devices, and refurbishing returns.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Knowledge of using, supporting, configuring, and troubleshooting PC hardware, software, peripherals, and network configurations;
• Knowledge of using and diagnosing issues with Microsoft operating systems (i.e. Windows 10) and Microsoft Office products;
• Knowledge of Google Apps and Chrome OS;
• Excellent customer service skills;
• Ability to troubleshoot, diagnose, and resolve hardware/software issues;
• 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 develop and implement new ideas to improve processes;
• 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, parents, businesses, community agencies, and the public.

EDUCATION, TRAINING, AND EXPERIENCE

• Associate’s degree in a relevant technology field; OR
• An equivalent combination of education and relevant experience sufficient to successfully perform the essential duties of the job.

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:

• A+ certification;
• Experience with imaging processes;
• Experience with an inventory system;
• Experience with warehouse standard operating procedures;
• Experience with a Help Desk ticketing system, including the ability to assign, track, and follow upon tasks

assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Assists with all processes related to staff and student devices. This may include, but is not limited to processing returned devices; coordinating returns for pickup; refurbishing returns; ensuring pick-up locations are fully stocked; coordinating repairs with vendors; scheduling device pick-ups for new staff; attending orientations to distribute new devices; assisting at student roll-out events; keeping updated records; providing check-out data; supplementing courier and transport services; desktop setup and replacement; coordinating various other staff to assist at peak times.
2. Troubleshoots, images, and configures laptops and desktop computers using industry standard processes and tools.
3. Troubleshoots and configures Chromebooks.
4. Provides technical support to Wake County Public School System (WCPSS) staff.
5. Configures and/or troubleshoots Microsoft Active Directory objects and works with appropriate departmental staff as needed to ensure resolution.
6. Acts as a liaison between Technology Services and end-user communities by answering questions and relaying district standards and procedures.
7. Maintains accurate, detailed, timely, and customer-focused documentation of all assigned issues in the WCPSS work order system.
8. Works in a team environment on projects, as requested.
9. 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.
10. Complies with internal reporting and communication structures.
11. Performs other related duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This position operates in a warehouse 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.

EFFECTIVE DATE:  2/2024

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.