Instructional Support Technician-Remote Services

POSITION TITLE (Oracle title)

INSTRUCTIONALSUPPORTTECHNICIAN

WORKING TITLE

Instructional Support Technician-Remote 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 is eligible for hybrid telework workweek

POSITION PURPOSE:

Provides excellent customer services and remote technical support for the Wake County Public School System (WCPSS); consisting of (but not limited to) digital resources/applications that are in accordance with WCPSS standards, procedures, and policies. Assists with analyzing, investigating, problem solving, documenting, and/or processing daily incident/service requests that are received at the Technology Help Desk.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Extensive knowledge in Microsoft Windows, Google Chrome, and Apple iOS; Microsoft desktop operating systems (e.g. Windows 11) and latest versions of the Microsoft Office desktop suite; Google Apps;
• Extensive knowledge of hardware and software troubleshooting;
• Considerable knowledge of remote desktop management;
• Excellent customer service skills (listening, responding, communicating efficiently);
• Critical thinking and problem solving skills;
• Interpersonal skills including the ability to work within a team, and demonstrate initiative;
• Ability and understanding of remote service concepts;
• Ability to thoroughly document steps taken, results/findings, and pertinent information within each request;
• Assist with maintaining the current information in our Knowledge Database for our internal process and procedures;
• Assist with managing our Contact Center Software (updating daily messages), as needed;
• Ability to stay informed and adhere to adjustments in our current daily work procedures;
• Ability and desire to express concerns, ask/answer questions, and to maintain a positive flow of exchanging information;
• Ability to stay consistently engaged in our communication forums to stay informed and to promptly assist, as needed;
• Ability to accomplish directives (administrative and other duties) promptly, as needed;
• 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, contractors and vendors.

EDUCATION, TRAINING, AND EXPERIENCE

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

CERTIFICATION AND LICENSE REQUIREMENTS

None

PREFERRED QUALIFICATIONS:

• A+ certification;
• Previous field technician or service desk (customer service center) experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides (through remote access options) device, digital resource/application support for WCPSS remote learning students.
2. Diagnoses and resolves escalated hardware and software problems.
3. Installs, configures, and images approved computers, as required.
4. Installs digital resources/applications, as appropriate, following approved procedures.
5. Maintains server level user accounts, as required.
6. Daily addresses/responds to currently open assigned requests in all appropriate work queues.
7. Daily addresses/responds to new requests in unassigned work queue.
8. Daily answers phone requests through our contact center software.
9. Complies with internal reporting and communication structures.
10. Documents and communicates potential changes, as needed, to appropriate staff.
11. Keeps leadership abreast of all issues, their statuses, completion times, delays, etc.
12. Maintains accurate and timely reporting of all assigned issues in the Help Desk Incident Management System.
13. Complies with all WCPSS standards, procedures, and processes.
14. 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.

EFFECTIVE DATE:  10/2026

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.