Coordinator, Help Desk

In Charlotte, North Carolina, Charlotte-Mecklenburg Schools relies on a hands-on Help Desk Coordinator to keep district IT services accessible on site. This role serves as the first line of technical support, handling ticket intake, initial troubleshooting, and escalation under supervision while supporting desktops, laptops, servers, operating systems, applications, wireless data, remote access, and voice equipment.

Responsibilities

• Comply with applicable state, federal, and local laws, policies, and procedures
• Troubleshoot and resolve technical issues across a range of technologies
• Log, diagnose, resolve or escalate, and track all service requests, incidents and problems related to the district information and communication technology infrastructure (computers, printers, networks, telephones, voicemail, VoIP, and mobile devices)
• Respond to end-user submissions via web, email, and phone with problem resolution, diagnosis, and alternative solutions
• Guide users to access and utilize available FAQs and training resources
• Deliver full-service support for laptops including re-imaging, application support, and initial hardware diagnosis
• Install software packages and patches to maintain continuity of service and availability
• Collaborate with contractors, vendors, and other experts to ensure adequate coverage
• Resolve access problems regarding email, the network, and district-standard web applications
• Reset passwords and gather/process information necessary for telephone, cellular, and other smart device provisioning and support
• Maintain progress reports on major incidents, report status to users, and inform them of impending changes
• Participate in assigned special projects
• Attend professional development and other meetings
• Perform related duties as assigned

Requirements

• High school diploma or equivalent required
• Minimum of two years' related experience required
• Equivalent combination of education and experience

Technologies

• Microsoft Office
• Google Workspace
• CRM software

Details

Location: Charlotte, NC (onsite)

Salary: USD 21 per hourly