IT User Support Agent
$61,152–$82,998 year
On-site · High Point, North Carolina, United States
Job Summary
We’re seeking an IT User Support Agent to provide day-to-day technical assistance to City staff, troubleshooting hardware and software, resolving software issues, and guiding users through solutions. Responsibilities include responding to help desk tickets and phone requests, diagnosing problems remotely or onsite, installing/modifying/repairing hardware and software, managing IT assets and inventory, handling IT service requests and procurement, logging issues in Zendesk, following up on resolutions, communicating IT products and services clearly, suggesting procedural improvements, performing basic network troubleshooting, supporting training sessions, and advising on IT security best practices.
Required 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
- 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
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