IT User Support Agent

Compensation Range

$61,152.00 - $82,998.24

Please note:

This job opening may close earlier than the stated date, due to high candidate volume. If interested, we encourage you to apply as soon as possible.

Who We Are:

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries.

We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You'll join a diverse team of over 1300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world!

Our Core Values:

* Integrity:
Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs.

* Responsibility: A continual process that emphasizes a high level of personal accountability by each member of the organization.

* Partnership:
Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.

What We Offer:

The City of High Point offers a competitive salary commensurate with education and experience. We also offer generous benefit package for full-time employees which include but are not limited to:

* A guaranteed life-long monthly pension, once vested after 5 years of service

* 401K and 457B Retirement Plans

* PTO earned within first year

* 12 Paid Holidays per year

* Tuition Reimbursement Plan

* Competitive medical, dental, and vision plans effective day one

What You'll Do:

We're looking for an IT User Support Agent to provide day-to-day technical assistance to City staff. You'll

help troubleshoot issues with computers, hardware, and software-whether that means answering

questions, running diagnostics, isolating problems, or finding the right solution. No two days are the

same, and your problem-solving skills will make a real difference. You'll work under the guidance of our IT User Support Manager, but you'll be empowered to take

initiative and make sure employees across departments get the support they need to keep things running

smoothly.

Essential Tasks & Responsibilities:

* Responds to help desk tickets and phone requests by working directly with users to resolve

software issues

* Troubleshoots problems remotely or onsite using diagnostic tools and targeted questions

* Identifies the best solution based on user input and walks them through the resolution process

* Installs, modifies, and repairs both hardware and software

* Runs diagnostic programs to resolve technical issues

* Tracks and manages IT assets and inventory

* Handles service requests and assists with IT procurement

* Records issues and resolutions in the HP support system (Zendesk)

* Follows up with users to confirm issue resolution and escalates unresolved issues when needed

* Provides clear information about IT products and services

* Suggests improvements to procedures and shares user feedback with the appropriate internal

team

* Performs basic network troubleshooting

* Maintains training room equipment and supports users during sessions

* Reports security incidents and advises users on IT security best practices

* Manages user accounts and access permissions

Qualifications:

* Associate degree in Computer Science or a related field, or a high school diploma with at least three (3) years of professional experience in information technology.

* Valid driver's license in NC or another state

* Proven experience in IT user support or a customer support role.

* Tech-savvy with working knowledge of office automation tools and remote support software.

* Solid understanding of computer systems, mobile devices, and other technology products.

* Demonstrated ability to diagnose and resolve basic technical issues.

* Detail-oriented, with the ability to maintain accurate and thorough ticket documentation.

* Strong problem-solving,…