POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN (IST)

WORKING TITLE

Instructional Support Technician-Desktop Services

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:

Position provides level II computer hardware and software support at school locations within the Wake County Public School System (WCPSS).  Technical support in this role is performed in accordance with school system standards, procedures

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Extensive knowledge of Windows OS, Chrome OS, and Mac OS, including Office 365, Google Workspace, and associated applications;
• Extensive knowledge of computer hardware troubleshooting;
• Extensive knowledge and understanding of network infrastructure design to assist in troubleshooting connectivity issues;
• Working knowledge of Windows Server environments and associated services (DHCP, DNS, group policy);
• Working knowledge of MDM solutions (Microsoft Configuration Manager, Google MDM, JAMF);
• Exceptional customer service, organizational, and problem-solving skills.;
• Ability to diagnose and resolve hardware/software issues for Windows Desktops/Laptops, Chromebooks, and Macs;
• Ability to function effectively within a team environment and 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, vendors, and business partners.

EDUCATION, TRAINING, AND EXPERIENCE

• Associate’s degree in a relevant technology field; AND
• Experience with Windows server environments; 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;
• Working knowledge of Windows Active Directory;
• Experience with imaging processes;
• Experience supporting PCs, Chromebooks, and Apple products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Delivers exceptional technical support to WCPSS schools, ensuring hardware software functions smoothly.
2. Troubleshoots, images, and configures Windows laptops and desktop computers, as well as Chromebooks and Macs, using industry standard processes and tools.
3. Troubleshoots network connectivity issues and works with appropriate departmental staff to ensure resolution.
4. Provides technical support/recommendations with the installation and maintenance of peripheral devices and associated software.
5. Assists customers with adherence to district-wide software compliance and licensing standards.
6. Configures and/or troubleshoots Microsoft Active Directory objects and works with appropriate departmental staff, as needed, to ensure resolution.
7. Maintains accurate, detailed, timely, and customer-focused documentation of all assigned issues in the WCPSS work order system.
8. Advises customers on technology equipment, including retirement or disposal of out-of-date technology equipment.
9. Acts as the liaison between Tech Services and end-user communities by answering questions and relaying district standards and procedures.
10. Works in a team environment on special projects (school conversions, upgrades, or deployments), as requested.
11. 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.
12. Complies with internal reporting and communication structures.
13. 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:  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.