IT Professonal III - Project Coordinator

Town of Mooresville•Mooresville, NC

About The Position

The IT Professional Tier III - Project Coordinator performs advanced technical work supporting the Town's IT systems, networks, hardware, and software. This senior-level position serves as an escalation point for complex technical issues, provides guidance to Tier I and II IT staff, and supports technology projects including system upgrades, migrations, and new technology implementations. The position requires advanced troubleshooting skills, independent judgment, strategic thinking, and effective communication with leadership, staff, and other stakeholders. Employees in this role work with significant autonomy in day-to-day operations and participate in on-call rotations to ensure consistent technical support. Work is performed under the general supervision of the Customer Service Supervisor.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field
Three (3) to five (5) years of experience in IT support, system administration, or a related field OR An equivalent combination of education and experience
Possession of a valid North Carolina Driver's License
Ability to participate in an on-call rotation and respond to technical issues outside of normal business hours as required

Nice To Haves

CompTIA Network+ certification
Microsoft Certified: Modern Desktop Administrator certification
Other relevant industry-recognized IT certifications

Responsibilities

Manage and resolve escalated Help Desk tickets involving complex hardware, software, operating system, and network issues
Perform advanced troubleshooting of enterprise applications, operating systems, network connectivity, and related technology systems
Serve as an escalation point and technical resource for Tier I and Tier II IT staff
Provide guidance, mentoring, and resolution strategies to IT staff addressing complex technical issues
Participate in IT projects involving system upgrades, migrations, implementations, and technology rollouts
Assist with the deployment, configuration, and implementation of new hardware, software, and network systems
Evaluate emerging technologies and provide recommendations for improving IT services, systems, and processes
Collaborate with Town departments to identify technology needs and develop effective solutions
Assist with planning, coordinating, and implementing technology projects in alignment with organizational goals
Monitor Help Desk tickets and service requests to ensure compliance with established service level agreement (SLA) requirements
Respond to technical issues within established SLA timeframes and take appropriate corrective action when service levels are not met
Participate in and support on-call rotations to ensure consistent technology support and availability
Maintain documentation related to IT systems, troubleshooting procedures, projects, and technical solutions
Perform other related duties as assigned

Benefits

5% Town contribution to your 401(k), no employee match required
Choice of three medical plans, including an HSA plan with Town contributions
Town-paid life insurance at 1.5× annual salary
Fully paid short- and long-term disability coverage (up to $8,000 per month)
Wellness Incentive Program, with A discount of $240 annually on medical premium for participation
Employee Assistance Program (EAP) offering 24/7 mental health and work-life support
Volunteer Time-Off: 16 hours per calendar year to volunteer at any approved agency or organization
Vacation Leave: Starting 2026, new hires receive 14 vacation days upfront!
Holidays: Employees accrue 13-14 paid holidays per year
Floating Holiday and Wellness Day: New hires receive one Floating Holiday and one Wellness Day up front each year
Bereavement Leave: Up to five days per occurrence for deaths within the employee’s immediate family
On-site clinic for eligible employees and dependents coming in 2026!
Down payment assistance
Pet insurance
Gym reimbursement