Student Information Systems Help Desk Coordinator

Charlotte-Mecklenburg Schools • Charlotte, NC

424d • $38,126 - $38,126

About The Position

The Student Information Systems Help Desk Coordinator provides first-level technical support for the student information system at Charlotte-Mecklenburg Schools. This role involves troubleshooting, resolving issues, and escalating complex cases while ensuring compliance with relevant laws and policies. The coordinator is responsible for maintaining effective communication with users and assisting in the improvement of processes and procedures related to the student information system.

Requirements

• High school diploma or GED required; advanced work in computer technology desired.
• 3 to 5 years of experience in computer and information systems or related field.
• 1 to 3 years of experience in student information systems desired.
• Ability to maintain a valid driver's license or provide own transportation.

Nice To Haves

• Experience with student information systems and parent portal.
• Knowledge of computer programs, including email, word processing, spreadsheets, and databases.

Responsibilities

• Answer help-desk calls and log incidents related to the student information system.
• Troubleshoot and resolve issues, escalating complex cases as necessary.
• Provide technical solutions and assistance using remote tools.
• Respond to users' telephone calls, emails, and ticket submissions for problem resolution.
• Track progress on major incidents and report status to customers.
• Assist schools with fixing errors related to state reports.
• Resolve access problems regarding NCEdCloud, SIS, Parent and Student Portal, NCID, and Student UID.
• Facilitate data manager meetings and participate in process improvement projects.
• Read, interpret, and apply technical information to facilitate operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED