Charlotte-Mecklenburg Schools
Coordinator, Help Desk
Charlotte-Mecklenburg Schools, Charlotte, North Carolina, United States, 28245
Non Instructional/Support Services
Job Number 4600305120
Start Date
Open Date 11/01/2024
Closing Date 11/15/2024
Summary:
Provide first level technical support and expertise for computer desktops, laptops, servers, operating systems, applications and wireless data and voice equipment via direct telephone contact and remote access. Log incidents into the ticketing application, provide initial troubleshooting, close incidents upon resolution or escalate to appropriate field engineer. Provide full service support for all EC laptops by re-imaging, providing application support and initial hardware diagnosis. Install software packages and patches to ensure continuity of service and availability system-wide and collaborate with contractors, vendors and other experts to provide adequate coverage for all administrative computers, printers and other devices
Essential Duties:
Provide technical solutions and assistance, (including the use of remote tools), to record, troubleshoot, resolve or escalate, and track all Service Requests, Incidents and Problems relating to CMS' Information and Communications Technology Infrastructure (Computers, Printers, Network, Nortel BCM Telephones, Voicemail, VoIP Unified Communications and Cellular Phones)Respond to users' Telephone calls, Emails and Web submittals and provide problem resolution, diagnosis, identification of alternative solutions for critical CMS Instructional and Administrative Applications, Email and Software as well as provide guidance for users to access and utilize all available FAQ's training resources and other "Do-It-Yourself" materialsSupport EC, Alternative Ed and other specialized laptops by re-imaging, and providing application, software and user environment configuration, Virus removal and preventionResolve access problems regarding email, network, and CMS standard web application and reset passwords and gather and process information necessary to ensure telephone, cellular and other Smart Devices assignment and supportTracks progress reports on major incidents, report status to customers and keep them informed of any impending change to the IT InfrastructureParticipates in projects intended to improve the Help Desk processes and ProceduresUse Lawson to verify employee status and coordinate email and network user logins with PartnersPerforms related duties as assignedEducation and Experience:
Minimum
High School/GED with additional training or coursework in Computer and Information Systems or Basic Hardware/Software Troubleshooting3 to 5 Year(s) of Experience in Computer and Information Systems or related fieldDesirable
Bachelor's Degree in Information Systems or Computer Networking5 or more Year(s) of Experience in Computer and Information Systems or related fieldLicensing / Certification Requirements
A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification preferred
Knowledge / Skills / Abilities:
Knowledge of computer workstations and operating systems (Windows XP), Network Systems and Operating Systems (Windows Server 2000/2003, Data Communications) Workstation Software (Microsoft Office, Adobe Acrobat etc.), and Customer Relationship Management softwareAbility to think critically and independently and make decisions in an unstructured environment and deal with technology coordinators, Principals, Media Specialists and other school staff in an effective and timely manner.Knowledge of several email services; virus protection, project management and computer imaging technology; data communications and wireless connectivity and remote access technologies
# of Jobs 1.00
Salary: From 18.33
Teacher Scale N
Minimum Educational Requirements HS diploma
Term 12 Month
Additional Close Date Text 11/15/2024
Job Attachment View Attachment
Job Number 4600305120
Start Date
Open Date 11/01/2024
Closing Date 11/15/2024
Summary:
Provide first level technical support and expertise for computer desktops, laptops, servers, operating systems, applications and wireless data and voice equipment via direct telephone contact and remote access. Log incidents into the ticketing application, provide initial troubleshooting, close incidents upon resolution or escalate to appropriate field engineer. Provide full service support for all EC laptops by re-imaging, providing application support and initial hardware diagnosis. Install software packages and patches to ensure continuity of service and availability system-wide and collaborate with contractors, vendors and other experts to provide adequate coverage for all administrative computers, printers and other devices
Essential Duties:
Provide technical solutions and assistance, (including the use of remote tools), to record, troubleshoot, resolve or escalate, and track all Service Requests, Incidents and Problems relating to CMS' Information and Communications Technology Infrastructure (Computers, Printers, Network, Nortel BCM Telephones, Voicemail, VoIP Unified Communications and Cellular Phones)Respond to users' Telephone calls, Emails and Web submittals and provide problem resolution, diagnosis, identification of alternative solutions for critical CMS Instructional and Administrative Applications, Email and Software as well as provide guidance for users to access and utilize all available FAQ's training resources and other "Do-It-Yourself" materialsSupport EC, Alternative Ed and other specialized laptops by re-imaging, and providing application, software and user environment configuration, Virus removal and preventionResolve access problems regarding email, network, and CMS standard web application and reset passwords and gather and process information necessary to ensure telephone, cellular and other Smart Devices assignment and supportTracks progress reports on major incidents, report status to customers and keep them informed of any impending change to the IT InfrastructureParticipates in projects intended to improve the Help Desk processes and ProceduresUse Lawson to verify employee status and coordinate email and network user logins with PartnersPerforms related duties as assignedEducation and Experience:
Minimum
High School/GED with additional training or coursework in Computer and Information Systems or Basic Hardware/Software Troubleshooting3 to 5 Year(s) of Experience in Computer and Information Systems or related fieldDesirable
Bachelor's Degree in Information Systems or Computer Networking5 or more Year(s) of Experience in Computer and Information Systems or related fieldLicensing / Certification Requirements
A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification preferred
Knowledge / Skills / Abilities:
Knowledge of computer workstations and operating systems (Windows XP), Network Systems and Operating Systems (Windows Server 2000/2003, Data Communications) Workstation Software (Microsoft Office, Adobe Acrobat etc.), and Customer Relationship Management softwareAbility to think critically and independently and make decisions in an unstructured environment and deal with technology coordinators, Principals, Media Specialists and other school staff in an effective and timely manner.Knowledge of several email services; virus protection, project management and computer imaging technology; data communications and wireless connectivity and remote access technologies
# of Jobs 1.00
Salary: From 18.33
Teacher Scale N
Minimum Educational Requirements HS diploma
Term 12 Month
Additional Close Date Text 11/15/2024
Job Attachment View Attachment