Customer Support Analyst

POSITION TITLE (Oracle title)

CUSTOMER SUPPORT ANALYST

WORKING TITLE

Customer Support Analyst-Help Desk

SCHOOL/DEPARTMENT

Technology Services Division (TSD)

LOCATION

Crossroads II, Cary, NC

PAY GRADE

Technology Grade 10

FLSA STATUS

Nonexempt

ELIGIBILITY FOR EMPLOYMENT CONTRACT

No

WORK WEEK SCHEDULE

Monday-Friday (occasional evenings and weekends) Position is not eligible for a Hybrid Telework workweek

POSITION PURPOSE:

Provides excellent customer service for Wake County Public School System (WCPSS) and its vendors while following the policies and procedures of the school system and its customer support center. Ensures that given support is provided promptly, consistently, professionally, and accurately. Sees that all inquiries are resolved and documented. Assisting with analyzing, investigating, problem solving, documenting, and/or processing daily incident/service requests that are received at the Technology Help Desk.

MINIMUM QUALIFICATIONS: 

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• 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.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or equivalent;
• One year of experience serving in a help desk role or related field;

An equivalent combination of relevant education, training, and experience which provides the knowledge, skills, and abilities necessary to successfully meet the essential duties may be considered.

CERTIFICATION AND LICENSE REQUIREMENTS

None

PREFERRED QUALIFICATIONS:

• Associates degree or higher from a regionally accredited college;
• Previous help desk (customer service center) experience;
• Written and oral fluency in Spanish.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Receives and logs requests for assistance from WCPSS users.
2. Collects full call details including but not limited to customer’s location and relevant call details.
3. 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.
4. Assigns priorities to calls according to WCPSS’ help desk procedures.
5. Works closely with field technicians and other internal teams to support their operations.
6. Documents and communicates potential changes as needed to appropriate staff.
7. Assists in ensuring that application/process documentation is kept current and accurate.
8. Keeps leadership abreast of all issues, their statuses, completion times, delays, etc.
9. Seeks advice from supervisor when the situation or incident represents an exception to normal operating procedures.
10. Maintains accurate and timely reporting of all assigned issues in the Help Desk Incident Management System.
11. Complies with the Help Desk and WCPSS standards, procedures and processes.
12. Undertakes activities that meet the organizational business objectives and participates in professional development opportunities as agreed upon by supervisor.
13. Works assigned shift (and can potentially adjust, if needed).
14. Perform other duties, as assigned.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

This job operates in a professional office environment and has a noise level of mostly low to moderate. 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 and staff members. Work is considered light physical work, requiring the exertion of up to ten pounds of force.

EFFECTIVE DATE:  2/2026

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.