Instructional Support Technician - Field Support Technician

Wake County Public School System•Cary, NC

4d•Onsite

About The Position

This 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 WCPSS standards, procedures, and policies.

Requirements

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
Associate’s degree in a relevant technology field
Experience with Windows server environments
Must hold and maintain a valid motor vehicle operator’s license according to the State of North Carolina requirements

Nice To Haves

A+ certification
Working knowledge of Windows Active Directory
Experience with imaging processes
Experience supporting PCs, Chromebooks, and Apple products

Responsibilities

Delivers exceptional technical support to WCPSS schools, ensuring hardware and software functions smoothly.
Troubleshoots, images, and configures Windows laptops and desktop computers, as well as Chromebooks and Macs, using industry standard processes and tools.
Troubleshoots network connectivity issues and works with appropriate departmental staff to ensure resolution.
Provides technical support/recommendations with the installation and maintenance of peripheral devices and associated software.
Works collaboratively with the Field Support-Remote Services team to resolve support requests that can be quickly resolved through a remote support session.
Transitions seamlessly between remote support technician and on-site technician duties to maintain consistent team coverage and service quality.
Assists customers with adherence to district-wide software compliance and licensing standards.
Configures and/or troubleshoots Microsoft Active Directory objects and works with appropriate departmental staff, as needed, to ensure resolution.
Maintains accurate, detailed, timely, and customer-focused documentation of all assigned issues in Help Desk Incident Management System. Documents and communicates potential changes, as needed, to appropriate staff.
Advises customers on technology equipment, including retirement or disposal of out-of-date technology equipment.
Acts as the liaison between Tech Services and end-user communities by answering questions and relaying district standards and procedures.
Works in a team environment on special projects (school conversions, upgrades, or deployments), as requested.
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.
Complies with internal reporting and communication structures.
Performs other related duties, as assigned.