Overview:
POSITION TITLE (Oracle title)
INSTRUCTIONAL SUPPORT TECHNICIAN
WORKING TITLE
Instructional Support Technician-Telecommunications Analyst
SCHOOL/DEPARTMENT
Technology Services Division (TSD)
LOCATION
Rock Quarry Complex, Raleigh, NC
PAY GRADE
Technology Grade 17
FLSA STATUS
Nonexempt
ELIGIBILITY FOR EMPLOYMENT CONTRACT
No
WORK WEEK SCHEDULE
Monday-Friday (occasional evenings and weekends) Position eligible for hybrid telework workweek
POSITION PURPOSE:
Designs, installs, configures, tests, manages, monitors, supports, and troubleshoots Unified Communication systems, with a focus on Telecommunications. Assists district end users, inspects work performed by hosted service provider staff and other vendors, along with Wake County Public School System (WCPSS) personnel to ensure work meets industry and district specifications and is compliant with WCPSS quality standards.
MINIMUM QUALIFICATIONS:
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
- Extensiveknowledgeofcommunicationswiring standardsandinstallationpractices;
- Extensiveknowledgeofhosted CiscoVoiceoverIP(VOIP)system;
- Considerableknowledgeoftelecommunicationsnomenclatureandcommonterms;
- Considerableknowledgeof MicrosoftOffice,specificallyWordandExcel;
- Knowledgeoftheuseandoperationofvarioustestequipmentanddiagnosticsoftware;
- Critical thinking and problem-solving skills;
- Ability to organize work in a precise manner;
- Abilitytoworkunderpressureandmeetdeadlines;
- Ability to be optimistic, energetic, and passionate;
- Ability to work independently and part of a team and complete tasks in the absence of clear direction;
- 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, contractors, vendors, and external agencies.
EDUCATION, TRAINING, AND EXPERIENCE
- Associate’sdegreeinarelevanttechnologyfield;AND
- Experiencesuccessfullyprovidingtechnicalsupporttoendusers;OR
- Anequivalentcombinationofeducationandrelevantexperiencesufficienttosuccessfullyperformthe 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 NC requirements.
PREFERRED QUALIFICATIONS:
None
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Builds,configures,installs,monitors,andsupportstheVoiceoverIPTelecommunicationsSystemforthe entire school district.
- Includes(MACD–Move-ADD-Change)supervisionfordistrict’sCiscophones,voicemail,emailintegration,
remote calling functions, and faxing platforms.
- Generatesreportsforschoolandadminstaffthatrelatetophoneextensioninventories,callhistories,and other functions.
- Works on the hosted VoIP service provider’s platform to submit Help Desk tickets and make programming changes and additions for the district’s end users.
- Organizes,schedules,andmonitorstheworkofIST(InfrastructureSupportFieldTechnicians)thatworkinthe department
- Creates and updates district documentation as related to call centers, Help Desks and Auto Attendant features configured on the district phone system
- Understands of Auto Attendant features and set ups related to call handlers and dial by number directories associated with the phone system.
- Performsotherrelatedduties,asassigned.
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:5/2025
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.
W
Wake County Public School System