Coordinator, Help Desk

Chief Information Office - Charlotte, NC

Full-time

Charlotte, NC

About the position

The Coordinator, Help Desk position is responsible for providing first-level technical support for various computer systems, including desktops, laptops, servers, and applications. This role involves troubleshooting issues, logging incidents, and ensuring the continuity of service across the organization. The coordinator will also collaborate with vendors and contractors to maintain administrative computer systems and provide support for specialized laptops.

Responsibilities

• Provide technical solutions and assistance for Service Requests, Incidents, and Problems related to the organization's ICT Infrastructure.
• Respond to user inquiries via telephone, email, and web submissions, providing problem resolution and guidance.
• Support specialized laptops by re-imaging and configuring user environments, including virus removal and prevention.
• Resolve access issues related to email, network, and web applications, including password resets.
• Track progress on major incidents and report status updates to customers.
• Participate in projects aimed at improving Help Desk processes and procedures.
• Use Lawson to verify employee status and coordinate user logins with partners.
• Perform related duties as assigned.

Requirements

• High School diploma or GED with additional training in Computer and Information Systems or Basic Hardware/Software Troubleshooting.
• 3 to 5 years of experience in Computer and Information Systems or a related field.

Nice-to-haves

• Bachelor's Degree in Information Systems or Computer Networking.
• 5 or more years of experience in Computer and Information Systems or a related field.
• A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification.