Instructional Support Technician - Field Support Technician

Overview

POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN (IST)

WORKING TITLE

Field Support Technician

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 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.

• 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;
  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.

• Must hold and maintain a valid motor vehicle operator’s license according to the State of North Carolina requirements.

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

• 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.…