Instructional Support Technician-Remote Services

Wake County Public School System•Cary, NC

5d•Hybrid

About The Position

The Instructional Support Technician provides customer service and remote technical support for Wake County Public School System (WCPSS) digital resources and applications, following system standards, procedures, and policies. The role analyzes, investigates, troubleshoots, documents, and processes daily incidents and service requests received by the Technology Help Desk, including support for remote learning students. The position is based at Crossroads II in Cary, North Carolina, and is eligible for a hybrid telework workweek. The regular schedule is Monday through Friday, with occasional evening and weekend work. It operates in a professional office environment and may involve direct contact with school system staff, students, and community members.

Requirements

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 perform the job duties.
Extensive knowledge of Microsoft Windows, Google Chrome, Apple iOS, Microsoft desktop operating systems such as Windows 11, current Microsoft Office desktop suite versions, and Google Apps.
Extensive knowledge of hardware and software troubleshooting.
Considerable knowledge of remote desktop management.
Excellent customer service skills, including listening, responding, and 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 in each request.
Ability to assist in maintaining current information in the Knowledge Database for internal processes and procedures.
Ability to assist with managing Contact Center Software, including updating daily messages as needed.
Ability to stay informed about and adhere to changes in daily work procedures.
Ability to express concerns, ask and answer questions, and maintain a positive exchange of information.
Ability to remain engaged in communication forums and promptly provide assistance as needed.
Ability to complete administrative directives and other duties promptly as needed.
Ability to communicate clearly and concisely, orally and in writing, using a variety of techniques and tools to support information flow, collaboration, and feedback.
Ability to establish and maintain effective working relationships with school system staff, students, parents, contractors, and vendors.

Nice To Haves

A+ certification.
Previous field technician or service desk/customer service center experience.

Responsibilities

Provide remote device and digital resource/application support for WCPSS remote learning students.
Diagnose and resolve escalated hardware and software problems.
Install, configure, and image approved computers as required.
Install digital resources and applications according to approved procedures.
Maintain server-level user accounts as required.
Address and respond daily to open assigned requests in appropriate work queues.
Address and respond daily to new requests in the unassigned work queue.
Answer phone requests daily through the contact center software.
Comply with internal reporting and communication structures.
Document and communicate potential changes to appropriate staff as needed.
Keep leadership informed of issues, status, completion times, and delays.
Maintain accurate and timely reporting of assigned issues in the Help Desk Incident Management System.
Comply with WCPSS standards, procedures, and processes.
Perform other related duties as assigned.