Coordinator, Help Desk (2026-2027)

Charlotte-Mecklenburg Schools; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Charlotte-Mecklenburg Schools seeks a Help Desk Coordinator to provide first-level technical support for desktops, laptops, servers, operating systems, applications, wireless data, remote access, and voice equipment. Under general supervision, you will log incidents and perform initial troubleshooting, escalating as needed to resolve issues across district systems.

You will handle helpdesk tickets, respond to end-user inquiries via submittals, email, and phone, and guide users to available FAQs

Qualifications

• General help desk support knowledge and familiarity with district IT policies.
• Ability to log incidents, troubleshoot, and escalate appropriately.
• Experience with email, voice, and remote access technologies.

Responsibilities

• Adhere to laws, policies, and procedures.
• Resolve technical issues and provide support for a variety of technologies.
• Record, troubleshoot, and track service requests and incidents.
• Respond to end-users via submittals, email, and phone with problem resolution.
• As needed, provide guidance and training resources to users.
• Support laptops, including imaging, applications, and hardware diagnosis.
• Install software packages and patches to maintain service continuity.
• Collaborate with contractors, vendors, and staff to ensure coverage.
• Assist with status reporting on major incidents and changes.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Time management

Education

High school diploma or equivalent

Bachelor's degree preferred

Two years related experience

Certifications (A+, Network+, MCP, CCNA) preferred

Tools

Microsoft Office

Google Workspace

CRM software

Job description

General Definition of Work

The help desk coordinator, under general supervision, performs skill-based work with minimal decision-making discretion providing first-level technical support for desktops, laptops, servers, operating systems, applications, wireless data, remote access, and voice equipment. Position works on helpdesk tickets, logs incidents, provides initial troubleshooting, and resolves incidents or escalates appropriately. Employee performs district-level work to carry-out Board of Education policies under the direction of the Assistant Director Technology Customer Service.

Essential Functions

• Adhere to all state, federal, and local laws, policies, and procedures
• Resolve technical issues and provide support for a variety of technologies
• Record, troubleshoot, resolve or escalates appropriately, and track all service requests, incidents and problems related to the district information and communication technology infrastructure (computers, printers, network, telephones, voicemail, VoIP, and cell phones)
• Respond to end-users web submittals, emails, and phone calls and provide problem resolution, diagnosis, and identification of alternative solutions
• Provide guidance for users to access and utilize available FAQs and training resources
• Provide full-service support for laptops including re-imaging, application support, and initial hardware diagnosis
• Install software packages and patches to ensure continuity of service and availability
• Collaborate with contractors, vendors, and other experts to provide adequate coverage
• Resolve access problems regarding email, network, and district standard web application.
• Reset passwords and gather/process information necessary for telephone, cellular, and other smart devices assignment and support
• Track progress reports on major incidents, report status to customers, and keep them informed of impending changes
• Participate in special projects as assigned
• Participate in professional development and other meetings
• Perform related work as assigned or required

Education And Experience

• High school diploma or equivalent required
• Bachelor's degree preferred
• Minimum of two years' related experience required
• A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification preferred
• Equivalent combination of education and experience

Knowledge, Skills, Abilities

• Knowledge and understanding of the principles, practices, and procedures of computer systems and help desk support
• Knowledge of federal, state, and local regulatory requirements
• Knowledge of county and school board policies, procedures, and standards
• Knowledge of various email services; virus protection, computer imaging, data communications, wireless connectivity and remote access technologies
• Skilled in computers and software including Microsoft Office and Google Workspace, and customer relationship management (CRM) software
• Ability to employ positive communication skills in all settings/mediums
• Ability to problem-solve utilizing sound judgment
• Ability to troubleshot and provide technical support for computer programs
• Ability to establish and maintain positive relationships; work collaboratively within and across departments, external agencies, and the public
• Ability to respond appropriately to situations while maintaining a professional and personable demeanor
• Ability to implement local, state, and federal rules, guidelines, and procedures into daily business operations
• Ability to maintain confidentiality regarding school system business
• Ability to develop related charts, graphs, reports, and records
• Ability to take initiative and work independently
• Ability to work effectively in a deadline-driven, rapidly changing team environment