What are the responsibilities and job description for the Coordinator, Help Desk position at Charlotte-Mecklenburg Schools?
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
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 escalate, 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
- 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 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