Instructional Support Technician-Remote Services

INSTRUCTIONAL SUPPORT TECHNICIAN

Instructional Support Technician-Remote Services

Technology Services Division (TSD)

Crossroads II, Cary, NC

Technology Grade 17

Nonexempt

No

Monday-Friday (occasional evenings and weekends) Position is eligible for hybrid telework workweek

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.

• 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.

• 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.

None

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

• Provides (through remote access options) device, digital resource/application support for WCPSS remote learning students.
• Diagnoses and resolves escalated hardware and software problems.
• Installs, configures, and images approved computers, as required.
• Installs digital resources/applications, as appropriate, following approved procedures.
• Maintains server level user accounts, as required.
• Daily addresses/responds to currently open assigned requests in all appropriate work queues.
• Daily addresses/responds to new requests in unassigned work queue.
• Daily answers phone requests through our contact center software.
• Complies with internal reporting and communication structures.
• Documents and communicates…