Customer Engagement Agent

Work, Serve, Thrive.  With the City of Durham  
Advance in your career while making a real difference in the community you serve.

Hiring Range: $52,222.00 to $62,666.00 Annually
Hours/Schedule: 7:30 a.m. to 4:30 p.m./Monday-Friday 

Devoted to providing clerical and/or office support activities for the Technology Solutions Help Desk. Incumbents assigned to this class provide routine administrative support, customer service, and/or basic transaction processing following prescribed procedures and instructions. 

Responsible for providing general administrative support such as mail processing, data entry, filing, record-keeping, copying, document processing, customer service, reception, and transaction processing/monitoring, which may include transactions conducted in support of field operations such as print shop operations or solid waste transfer station operations
 

• Processes routine transactions; monitors for accuracy and completeness. Answers phones, responds to routine questions, and/or routes callers to appropriate staff/location. 
• Receive and process in-person help desk tickets to all Technology Solutions divisions. 
• Provide Tier 0 and Tier 1 end user technical support to end users via phone, email, chat, or in-person. 
• Coordinate City Help Desk services, to include maintaining systems and hardware; troubleshooting program malfunctions; providing customer service; coordinating helpdesk operation procedures; producing reports; monitoring system programs and troubleshooting malfunctions; and monitoring inventory. 
• Providing Tier 0 and 1 troubleshooting, diagnosing, and repairing computing endpoints as required, including but not limited to laptops, desktops, cellular phones, and tablets. 
• Provide diagnostic information required for Tier 2 and 3 incidents for escalation to Senior Technology Analyst and Technology Analysts as required.
• Greet walk-in customers with technical issues and create Help Desk tickets as required.
  

• High School Diploma or equivalent (GED, HiSet, TASC) 
• Two years of related clerical/administrative support experience.
• Positions assigned to the Technology Solutions Help Desk require a Dell certification within six months of the hire date.