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Wake County Public School System · 2 months ago

Instructional Support Technician - Telecommunications Analyst

US-NC-Cary

Full-time

Hybrid

New Grad, Entry Level

Wake County Public School System is seeking an Instructional Support Technician specializing in Telecommunications. The role involves designing, installing, configuring, and supporting Unified Communication systems, with a focus on Telecommunications, while assisting district end users and ensuring compliance with quality standards.

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

Qualification

Cisco VoIP systemsTelecommunications standardsMicrosoft OfficeDiagnostic softwareCritical thinkingProblem-solvingTeamworkCommunication skills

Required

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

Associate's degree in a relevant technology field

Experience successfully providing technical support to end users

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