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, 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.

The work location of this job will be 211 S Hamilton St High Point, North Carolina.

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.