IT User Support Agent

City of High Point•High Point, NC

1d•$61,152 - $82,998•Onsite

About The Position

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.

Requirements

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, analytical, and teamwork skills.
Understanding of information security principles and industry best practices.
Familiarity with information security regulations and standards, including HIPAA/HITECH, CJIS, and PCI.
Excellent written and verbal communication skills.
Ability to clearly explain technical concepts to non-technical users.
Ability to work cooperatively and effectively within a team environment, including during high-pressure or emergency situations.
Demonstrated ability to supervise and interact with teams in environments that may require close physical proximity and frequent communication.
Ability to perform job duties during periods of both high activity and low demand, including responding appropriately to urgent situations and completing routine tasks with minimal supervision.

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