Operations Support Technology Specialist

General Definition of Work

The Operations Support Technology Specialist, under general supervision, performs complex work supporting and optimizing enterprise systems that enable building services, environmental health and stewardship, facilities, and other Support Services operations. This role serves as a critical link between technology and business operations, ensuring that enterprise systems effectively support procurement workflows, budgeting processes, service delivery, and data integrity. Work includes system administration, workflow management, data oversight, user training, and operational support within enterprise platforms. In addition, the employee provides on-site technical support for end-user devices and technology equipment to ensure uninterrupted access to systems required for daily operations. Employee performs district-level work to carry out Board of Education policies under the direction of the Information Systems Manager.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

Salary/Status

Hourly NC 13/ Full-time, 12 months

Reports To

Information Systems Manager

Place of Work

The normal place of work is on the premises used by Charlotte-Mecklenburg Schools. Charlotte- Mecklenburg Schools reserves the right to require you to work at such other place(s) as it may reasonably require from time to time.

Essential Functions

Enterprise Systems & Business Process Support

• Serve as functional administrator for enterprise systems, including configuration, role management, and workflow optimization
• Analyze, design, and improve business processes within enterprise systems to enhance operational efficiency
• Support and execute procurement and operational workflows, ensuring alignment with district policies and budget requirements
• Administer system roles, permissions, and workflow changes to support departmental operations
• Execute system transactions and complete workflow steps not automated within the system to ensure continuity of operations
• Coordinate access and user licenses for enterprise and specialty systems

Data Integrity & Reporting

• Ensure accuracy, completeness, and integrity of data within enterprise systems, particularly for operational and financial processes
• Compile, analyze, and validate routine and ad hoc reports to support departmental operations and decision-making
• Monitor system data and reporting outputs to ensure consistency and reliability

Operational Support

• Provide direct system and process support to departments to ensure effective service delivery
• Monitor service requests, work orders, and reports of system or equipment issues to ensure timely resolution
• Identify system limitations and develop workarounds or interim processes to maintain operational continuity and data accuracy
• Partner with contractors, vendors, and internal teams to implement, maintain, and enhance systems supporting Support Services operations

Technology Support & Equipment Management

• Provide on-site and remote technical support to end users, ensuring access to systems and minimal disruption to operations
• Perform device setup, imaging, configuration, and deployment for desktops, laptops, and mobile devices
• Troubleshoot hardware, software, and system access issues; repair and restore functionality as needed
• Perform or coordinate installation of system updates, patches, and hardware/software replacements
• Respond to escalated system and equipment failures and ensure timely restoration of services
• Manage inventory, distribution, and lifecycle of technology equipment, including computers, peripherals, and mobile devices (e.g., cell phones)

Training & Documentation

• Lead system training initiatives, including onboarding, ongoing user support, and development of user proficiency
• Develop and maintain standard operating procedures (SOPs), training materials, and system documentation
• Promote effective system use and user adoption across supported departments

Additional Responsibilities

• Adhere to all state, federal, and local laws, policies, and procedures
• Perform related work as assigned or required

Knowledge, Skills, Abilities

• Knowledge of federal, state, and local regulatory requirements applicable to school systems
• Knowledge of county and school board policies, procedures, and standards regarding school systems
• Knowledge of required records preparation and maintenance
• Knowledge of computer operating systems, network systems, workstation software administration, and customer relationship management software
• Knowledge of project management techniques; ability to support multiple projects simultaneously
• Ability to troubleshoot computer/systems problems and contact vendors or consultants regarding system or software problems
• Ability to maintain professional and emotional control under stress
• Ability to learn and use specialized tools, equipment or software related to business needs
• Ability to implement local, state, and federal rules, guidelines, and procedures into daily business operations
• Ability to communicate effectively
• Ability to reason, make judgments, and maintain effective working relationships
• Ability to employ positive communication skills in all settings/mediums
• Ability to problem-solve utilizing sound judgment
• Ability to maintain confidentiality regarding school system business
• Ability to develop related charts, graphs, reports, and records pertaining to school planning and strategy
• Ability to take initiative, work independently, and exercise sound judgement
• Ability to conceptualize, initiate, monitor, and evaluate new and/or current programs
• Demonstrated ability to work effectively in a deadline-driven, rapidly changing team environment

Education and Experience

• Associate degree required
• Minimum of three (3) years' experience in related job required
• Equivalent combination of education and experience

Special Requirements

• A+, Microsoft Certified Professional, Network+, or Cisco Certified Network Associate certification or willing to obtain a technology related certification
• Possess and maintain a valid driver's license or ability to provide own transportation
• Travel to school district buildings and professional meetings