Instructional Support Technician

Overview

POSITION TITLE (Oracle title)

INSTRUCTIONAL SUPPORT TECHNICIAN

WORKING TITLE

Instructional Support Technician-Telecommunications Analyst

SCHOOL/DEPARTMENT

Technology Services Division (TSD)

LOCATION

Rock Quarry Complex, Raleigh, NC

PAY GRADE

Technology Grade 17

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

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

POSITION PURPOSE:

Designs, installs, configures, tests, manages, monitors, supports, and troubleshoots Unified Communication systems, with a focus on Telecommunications. Assists district end users, inspects work performed by hosted service provider staff and other vendors, along with Wake County Public School System (WCPSS) personnel to ensure work meets industry and district specifications and is compliant with WCPSS quality standards.

MINIMUM QUALIFICATIONS:

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Extensive knowledge of communications wiring standards and installation practices;
• Extensive knowledge of hosted Cisco Voiceover IP (VOIP) system;
• Considerable knowledge of telecommunications nomenclature and common terms;
• Considerable knowledge of Microsoft Office, specifically Word and Excel;
• Knowledge of the use and operation of various test equipment and diagnostic software;
• Critical thinking and problem-solving skills;
• Ability to organize work in a precise manner;
• Ability to work under pressure and meet deadlines;
• Ability to be optimistic, energetic, and passionate;
• Ability to work independently and part of a team and complete tasks in the absence of clear direction;
• 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, contractors, vendors, and external agencies.

EDUCATION, TRAINING, AND EXPERIENCE

• 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.

CERTIFICATION AND LICENSE REQUIREMENTS

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

PREFERRED QUALIFICATIONS:

None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Builds, configures, installs, monitors, and supports the Voice over IP Telecommunications System for the entire school district.

Includes (MACD – Move-ADD-Change) supervision for district’s Cisco phones, voicemail, email integration,

remote calling functions, and faxing platforms.

Generates reports for school and admin staff that relate to phone extension inventories, call histories, and other functions.

Works on the hosted VoIP service provider’s platform to submit Help Desk tickets and make programming changes and additions for the district’s end users.

Organizes, schedules, and monitors the work of IST (Infrastructure Support Field Technicians) that work in the department

Creates and updates district documentation as related to call centers, Help Desks and Auto Attendant features configured on the district phone system

Understands of Auto Attendant features and set ups related to call handlers and dial by number directories associated with the phone system.

Performs other related duties, as assigned.

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:5/2025

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.