POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN (IST)

WORKING TITLE

Instructional Support Technician-Classroom Technology

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 not eligible for Hybrid Telework workweek

POSITION PURPOSE:

Provides exceptional customer support for classroom technology hardware and software at all sites in the Wake County Public School System (WCPSS) in accordance with system standards, procedures, and policies.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Considerable knowledge of Microsoft Office, specifically, Microsoft Word, Excel, Power Point; Google Apps;
• Excellent customer service skills;
• Excellent diagnostic, troubleshooting, and assessment skills;
• Strong attention to detail;
• Strong organizational skill;
• Ability to troubleshoot and problem solve a variety of technology issues effectively;
• Ability to work independently without close supervision;
• 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, students, parents, businesses, community agencies, and the public.

EDUCATION, TRAINING, AND EXPERIENCE

• Associates degree or higher in a relevant technology field or other related field; OR
• Experience in an educational environment supporting classroom technology or experience in a non-educational environment supporting customers and/or technology.

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+, CompTIA, and similar certifications;
• Experience with AV support, installation, setup, and/or use.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Resolves service calls related to classroom technology use in accordance with system standards, procedures, and policies.
2. Performs basic troubleshooting, assessment, and diagnostic tasks on technology hardware and software.
3. Performs basic installation services (unboxing, connecting, setup, configuration) of classroom technology and AV equipment.
4. Works with the team and vendors on large and small projects related to classroom technology (upgrades, retrofits, replacements, installations, inventory, maintenance, etc.).
5. Maintains accurate, detailed, and thorough documentation, as required.
6. Complies with all WCPSS standards, procedures, and processes, and completed required paperwork and documentation, as required, including timesheets, leave requests, expense reports, etc.
7. Complies with internal reporting and communication structures.
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.

EFFECTIVE DATE:  7/2024

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.