Help Desk Coordinator: First-Line IT Support

Charlotte-Mecklenburg Schools; Charlotte (NC); On-site; USD 40,000 - 55,000; Full time

Job summary

Charlotte-Mecklenburg Schools is seeking a Help Desk Coordinator to provide first-level technical support for desktops, laptops, servers, and applications. You will manage incidents, troubleshoot issues, and escalate when needed while following district policies.

The role requires a high school diploma (Bachelor's preferred) and at least two years of related experience, with certifications such as A+, MCP, Network+, or CCNA preferred. On-site position with collaboration across departments.

Qualifications

• 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

Responsibilities

• 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 escape, and track all service requests, incidents and problems related to the district information and communication technology infrastructure
• 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

Skills

Help desk support

Customer service

Troubleshooting

Communication

Team collaboration

Education

High school diploma or equivalent

Bachelor's degree preferred

Two years' related experience

A+ / MCP / Network+ / CCNA preferred

Tools

Microsoft Office

Google Workspace

CRM software

Remote access tools

Job description

Charlotte-Mecklenburg Schools is seeking a Help Desk Coordinator to provide first-level technical support for desktops, laptops, servers, and applications. You will manage incidents, troubleshoot issues, and escalate when needed while following district policies.

The role requires a high school diploma (Bachelor's preferred) and at least two years of related experience, with certifications such as A+, MCP, Network+, or CCNA preferred. On-site position with collaboration across departments.