Wake County Public School System · 12 hours ago
Customer Support Analyst
Cary, NC
Full-time
Onsite
Entry Level
1+ years expWake County Public School System is seeking a Customer Support Analyst to provide excellent customer service while following the policies and procedures of the school system. The role involves resolving inquiries, documenting incidents, and assisting with daily service requests at the Technology Help Desk.
Education Management
Responsibilities
Receives and logs requests for assistance from WCPSS users
Collects full call details including but not limited to customer’s location and relevant call details
Accurately resolves customer issues as soon as possible upon receipt of call using independent judgment to solve problem or escalate call to the appropriate second level group, if necessary
Assigns priorities to calls according to WCPSS’ help desk procedures
Works closely with field technicians and other internal teams to support their operations
Documents and communicates potential changes as needed to appropriate staff
Assists in ensuring that application/process documentation is kept current and accurate
Keeps leadership abreast of all issues, their statuses, completion times, delays, etc
Seeks advice from supervisor when the situation or incident represents an exception to normal operating procedures
Maintains accurate and timely reporting of all assigned issues in the Help Desk Incident Management System
Complies with the Help Desk and WCPSS standards, procedures and processes
Undertakes activities that meet the organizational business objectives and participates in professional development opportunities as agreed upon by supervisor
Works assigned shift (and can potentially adjust, if needed)
Perform other duties, as assigned
Qualification
Required
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
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 to thoroughly document steps taken, results/findings, and pertinent information within each request
Ability to assist with maintaining the current information in our Knowledge Database for our internal process and procedures
Ability to stay informed and adhere to adjustments in our current daily work processes and 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, external agencies, and the public
High school diploma or equivalent
One year of experience serving in a help desk role or related field
Preferred
Associates degree or higher from a regionally accredited college
Previous help desk (customer service center) experience
Written and oral fluency in Spanish
Company
Wake County Public School System
Wake County Public School System is the largest school system in the state and the 16th largest in the nation, providing preK-12 education.
10001+ employees
H1B Sponsorship
Wake County Public School System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Shashi Buddula
Chief Technology Officer
Stacy Lee
CTO Wake County Public School System
Recent News
Government Technology US
2025-05-17
2025-02-25
Company data provided by crunchbase