IT User Support Agent Position Available In Guilford, North Carolina

IT User Support Agent

Salary
$61,152.00

• $82,998.

24 Annually
Location High Point, NC 27260
Job Type
Full-Time
Job Number
7374
Department
Comm & Info Services Administration
Opening Date
04/28/2025
Closing Date
Continuous

DESCRIPTION

BENEFITS
QUESTIONS
Job Description

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 dynamic 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 benefits for full-time employees which include but are not limited to: A guaranteed monthly pension upon retirement, vested after 5 years of service Competitive medical, dental, and vision plans effective day one 401K and 457B Retirement Plans PTO earned within first year
12 Paid Holidays per year
Tuition Reimbursement Plan

YOUR PURPOSE

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Work is performed under the general supervision of the IT User Support Manager.
Essential Tasks

WHAT YOU’LL DO

Tactical
Responds to help desk referrals (ticket or phone) by conferring with users to resolve problems related to software functions
Records events and problems and their resolution in the HP support application (Zendesk)
Performs remote and onsite troubleshooting through diagnostic techniques and pertinent questions
Determines the best solution based on the issue and details provided by users
Walks user through problem-solving process
Installs, modifies, and repairs software
Installs, modifies, and repairs hardware
Asset tracking and Inventory management Service Requests and IT Procurement
Run diagnostic programs to resolve problems
Follows up with users to ensure issue has been resolved
Directs unresolved issues to the next level of support personnel
Provides accurate information on IT products or services
Identifies and suggests possible improvements on procedures
Passes on any feedback or suggestions by users to the appropriate internal team
Performs basic network troubleshooting
Performs training room maintenance and user support
Reports and handle security incidents and provide guidance to users concerning IT Security best practices
Account and access management
Qualifications

WHAT YOU’LL BRING

We recognize your time is valuable, please ensure you meet the required qualifications below prior to applying:
Qualifications
Formal Education
Associate Degree in Computer Science or related field or a High School Diploma with at least three years of professional experience in the information technology field
Professional Experience Proven experience as an IT user support agent or other customer support role
Tech savvy with working knowledge of office automation products and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Detail oriented to ensure detailed notes on tickets
Good problem-solving, analytical, and team-working skills
Understanding of information security principals & industry best-practices
Familiarity with InfoSec regulations, incl.

HIPAA/HITECH, CJIS, PCI

Strong written and oral communication skills
Ability to communicate technical information to non-technical audiences
Valid North Carolina Driver’s License
Personality Requirements
Must be generally psychologically stable, and free of significant psychological or emotional disorders which would interfere with the ability to work under stressful conditions and function with other personnel in a cooperative and effective manner. Must possess adequate emphatic traits and social skills. Ability to help others in need, as well as supervise teams requiring varying degrees of interaction in close quarters.
Minimum ability to tolerate stress usually associated with this classification. Ability to work under extremely stressful conditions, while at other times may require the ability to tolerate a decreased need for intervention services and/or tolerate boredom. Amount of training, either on-the-job or formal education, usually associated with this occupation in addition to reasoning, mathematics and language detailed above. Any combination of education and experience equivalent to graduation from an accredited college or university with a degree in information management, communications, public administration, social sciences or technology related area and a minimum of three years’ experience in a related Information Technology position.
Physical Requirements
Hearing/Speaking

• Expressing and/or receiving information by means of spoken word are both necessary to converse with internal and external customers including co-workers, citizens and applicants.
  Visual Abilities
• The ability to perceive via eyesight is required for this position:
  Acuity, Far
• Clarity of vision at 20 feet or more. Must be able to see from a distance when administering and observing employment tests, operating a motor vehicle or addressing an audience.
  Acuity, Near
• Clarity of vision at 20 inches or less. Must be able to see work-related business documents close at hand.
  Depth Perception
• Three-dimensional vision and the ability to judge distance and space relationships.
  Field of Vision
• The area that can be seen up and down or to the right or left while eyes are focused on one point. Must be able to see a wide span of area.
  Accommodation
• Must be able to adjust the eye lens to glance quickly.
  Physical Strength
• Degree of physical demands typically associated with this position include:
  Light Work
  Exerting up to 20 pounds of force occasionally; and/or
  Exerting up to 10 pounds of force frequently; and
  A negligible amount of force to handle or move materials related to the position
  Type of Physical Demands
  Reaching
• Extending the hand(s) or arm(s) in any direction.
  Handling
• Seizing, holding, grasping, turning, or otherwise working with hand(s).
  Fingering
• Picking, pinching or otherwise working with fingers primarily rather than the entire hand or arm.

Mental Activity/Requirements
Reasoning
Ability to apply principles of logical thinking combined with knowledge of principles and practices of public personnel and employment laws to work tasks and handle practical situations, comprehend and respond to a variety of situations in a timely fashion and exercise good judgment.
Mathematics Ability
Using arithmetic and/or

Statistics:

Ability to direct and oversee the use of arithmetic and/or statistics in the preparation of a variety of tests and reports.
Language Ability
The ability to speak, read and write the English Language are required for this position.
Environmental Conditions
Hazards
No hazards are associated with this job.
Physical Surroundings
The worker is subject to inside environmental conditions. Protection from weather conditions but not necessarily from temperature changes, however, on occasions the worker does have responsibilities outside the building and will be exposed to the various weather conditions.
Machinery/Tools/Work Aids/Other Equipment
Data communication systems including copiers, printers, fax machine, calculator, pens, pencils, computers, Personnel Resolution, ordinances, manuals, scheduling forms, telephone, telephone directory and other work aids related to the job.
Special Requirements
Must possess an appropriate valid driver’s license issued by the State of North Carolina. Must have thorough understanding of Microsoft computer operating systems administration, including file system maintenance, system configuration, backup procedures, and performance tuning. Must have thorough knowledge of PC and Network software and hardware; Must possess technical and analytical skills with the ability to effectively troubleshoot computing problems. Must have Strong troubleshooting skills. Must be able to follow directions with minimal supervision and with minimal repetition of instructions. Must have thorough knowledge of standard office practices, procedures and equipment. Must have strong customer-service abilities with good communication skills. Must be able to establish and maintain effective working relationships with other managers, employees, vendors and the general public. Must be able to work quickly under stress without loss of efficiency. Must be able to work a flexible schedule including nights and weekends.

OUR COMMITMENTS

The City of High Point is dedicated to fostering a work environment that values individuals from all backgrounds and seeks to attract and retain the most qualified partners in service to the citizens of High Point. As an at-will employer, the City allows employees to terminate their employment, or be terminated, at any time, with or without cause, as long as it is not prohibited by law.”
The City of High Point is committed to classifying and compensating its employees fairly for the work they do, weighing both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this “living document” as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.
The City of High Point is committed to providing a safe, comfortable working environment for all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a drug screening, in accordance with the City’s drug and alcohol policy and (b.) a background screening to determine whether there is any current, pending, or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Certain positions are considered so critical to the health and safety of others that a candidate cannot be placed in any of those positions without passing a pre-placement physical exam. Successful results from these conditions will result in an offer of employment.

Application Deadline:

Due to high candidate volume, this position may be removed earlier than the stated closing date. If interested, we encourage you to apply as soon as possible.
Employer
City of High Point
Address
211 South Hamilton Street
High Point, North Carolina, 27260