Coordinator, Help Desk Position Available In Mecklenburg, North Carolina

Coordinator, Help Desk
Office of Technology
P.O. Box 30035
Charlotte , NC 28230
Non Instructional/Support Services
Job Number 4600312057
Start Date Open Date 06/04/2025
Closing Date 06/18/2025

Summary:

Provide first level technical support and expertise for computer desktops, laptops, servers, operating systems, applications and wireless data and voice equipment via direct telephone contact and remote access. Log incidents into the ticketing application, provide initial troubleshooting, close incidents upon resolution or escalate to appropriate field engineer. Provide full service support for all EC laptops by re-imaging, providing application support and initial hardware diagnosis. Install software packages and patches to ensure continuity of service and availability system-wide and collaborate with contractors, vendors and other experts to provide adequate coverage for all administrative computers, printers and other devices

Essential Duties:

Provide technical solutions and assistance, (including the use of remote tools), to record, troubleshoot, resolve or escalate, and track all Service Requests, Incidents and Problems relating to CMS’ Information and Communications Technology Infrastructure (Computers, Printers, Network, Nortel BCM Telephones, Voicemail, VoIP Unified Communications and Cellular Phones)
Respond to users’ Telephone calls, Emails and Web submittals and provide problem resolution, diagnosis, identification of alternative solutions for critical CMS Instructional and Administrative Applications, Email and Software as well as provide guidance for users to access and utilize all available FAQ’s training resources and other “Do-It-Yourself” materials
Support EC, Alternative Ed and other specialized laptops by re-imaging, and providing application, software and user environment configuration, Virus removal and prevention
Resolve access problems regarding email, network, and CMS standard web application and reset passwords and gather and process information necessary to ensure telephone, cellular and other Smart Devices assignment and support
Tracks progress reports on major incidents, report status to customers and keep them informed of any impending change to the IT Infrastructure
Participates in projects intended to improve the Help Desk processes and Procedures
Use Lawson to verify employee status and coordinate email and network user logins with Partners
Performs related duties as assigned

Education and Experience:

Minimum High School/GED with additional training or coursework in Computer and Information Systems or Basic Hardware/Software Troubleshooting
3 to 5 Year(s) of Experience in Computer and Information Systems or related field Desirable Bachelor’s Degree in Information Systems or Computer Networking
5 or more Year(s) of Experience in Computer and Information Systems or related field Licensing / Certification Requirements A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification preferred Knowledge / Skills /

Abilities:

Knowledge of computer workstations and operating systems (Windows XP), Network Systems and Operating Systems (Windows Server 2000/2003, Data Communications) Workstation Software (Microsoft Office, Adobe Acrobat etc.), and Customer Relationship Management software
Ability to think critically and independently and make decisions in an unstructured environment and deal with technology coordinators, Principals, Media Specialists and other school staff in an effective and timely manner.
Knowledge of several email services; virus protection, project management and computer imaging technology; data communications and wireless connectivity and remote access technologies # of Jobs 1.00

Salary:

From 21.00
Teacher Scale N
Minimum Educational Requirements HS diploma
Term 12 Month
Job Attachment View Attachment In compliance with Federal Law, Charlotte – Mecklenburg Schools administers all education programs, employment activities and admissions without discrimination against any person on the basis of gender, race, color, religion, national origin, age or disability.