What are the responsibilities and job description for the Instructional Support Technician - Desktop Services position at Wake County Public School System?
Overview
POSITION TITLE (Oracle title)
INSTRUCTIONAL SUPPORT TECHNICIAN (IST)
WORKING TITLE
Instructional Support Technician-Desktop Services
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 PURPOSE:
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 school system standards, procedures
MINIMUM QUALIFICATIONS:
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
- 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.
EDUCATION, TRAINING, AND EXPERIENCE
- 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.
CERTIFICATION AND LICENSE REQUIREMENTS
- Must hold and maintain a valid motor vehicle operator’s license according to the State of North Carolina requirements.
PREFERRED QUALIFICATIONS:
- A certification;
- Working knowledge of Windows Active Directory;
- Experience with imaging processes;
- Experience supporting PCs, Chromebooks, and Apple products.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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: 2/2025
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.
