IT Help Desk Coordinator Tier 1 Support

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

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