POSITION DESCRIPTION

POSITION TITLE INSTRUCTIONAL SUPPORT TECHNICIAN (IST)

WORKING TITLE IST-Staff and Student Devices

SCHOOL/DEPARTMENT Technology Services Division (TSD)

LOCATION Crossroads II, Cary, NC

PAY GRADE Technology Grade 17

FLSA STATUS Nonexempt

REPORTS TO Director-Inventory Management

SUPERVISES None

WORK WEEK SCHEDULE Monday-Friday (occasional evenings and weekends)

WORK HOURS 8:00- 5:00

NUMBER OF MONTHS PER YEAR 12

POSITION PURPOSE:

Provides support for staff and student devices by servicing hardware, assisting with the distribution of devices, and refurbishing returns.

MINIMUM QUALIFICATIONS:

KNOWLEDGE, SKILLS, AND ABILITIES

▪ Knowledge of using, supporting, configuring, and troubleshooting PC hardware, software, peripherals, and network configurations;

▪ Knowledge of using and diagnosing issues with Microsoft operating systems (i.e. Windows 10) and Microsoft

Office products;

▪ Knowledge of Google Apps and Chrome OS;

▪ Excellent customer service skills;

▪ Ability to troubleshoot, diagnose, and resolve hardware/software issues;

▪ 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 develop and implement new ideas to improve processes;

▪ Ability to function effectively within a team environment and to work independently without close supervision;

▪ Ability to interact positively and professionally with school system staff, contractors, and vendors.

EDUCATION, TRAINING, AND EXPERIENCE

▪ Associate 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 NC requirements.

PREFERRED QUALIFICATIONS:

▪ A+ certification;

▪ Knowledge of Windows Active Directory basics;

▪ Experience with imaging processes;

▪ Experience with an inventory system;

▪ Experience with a Help Disk ticketing system, including the ability to assign, track, and follow upon tasks assigned.

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POSITION DESCRIPTION

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Assists with all processes related to staff and student devices. This includes, but is not limited to processing returned devices; coordinate returns for pickup; communicate with outgoing employees and supervisor; refurbish returns; ensure pick-up locations are fully stocked; coordinate repairs with vendors; schedule device pick-ups for new staff; attend orientations to distribute new devices; assist at student roll-out events; keep updated records; provide check-out data; supplement courier and transport services; desktop setup and replacement; coordinating various other staff to assist at peak times.

2. Troubleshoots, images, and configures laptops and desktop computers using industry standard processes and tools.

3. Troubleshoots and configures Chromebooks.

4. Provides technical support to WCPSS staff.

5. Configures and/or troubleshoots Microsoft Active Directory objects and works with appropriate departmental staff as needed to ensure resolution.

6. Acts as a liaison between Technology Services and end-user communities by answering questions and relaying district standards and procedures.

7. Analyzes and makes independent recommendations on the models and specifications offered as district standards for purchasing.

8. Maintains accurate, detailed, timely, and customer-focused documentation of all assigned issues in the

WCPSS work order system.

9. Works in a team environment on projects as requested.

10. 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.

11. Complies with internal reporting and communication structures.

12. Performs other related duties as assigned.

WORKING CONDITIONS:

PHYSICAL ENVIRONMENT

Must be able to use a variety of office equipment such as computers, scanners, and copiers. Must be able to communicate effectively. At times requires the ability to lift, carry, push, pull or otherwise move objects up to twenty- five pounds. The work occasionally requires driving automotive equipment. Due to the amount of time spent standing and/or walking, physical requirements are consistent with those for sedentary work.

WORK ENVIRONMENT
Must be able to work in a warehouse and an office environment and come into direct contact with school system staff, students, vendors, and the community.

EFFECTIVE DATE: 6/2021

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 that may be required of the employees assigned to this position. This description may be revised by the supervisor, with HR review and approval, at any time.

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Job Type: Full-time

Pay: $58,084.00 - $87,126.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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