Customer Engagement Agent

**Salary** $52,222\.00 \- $69,975\.00 Annually **Location**101 City Hall Plaza, Durham, NC **Job Type** Temporary with benefits (More than 1000 hours) **Remote Employment** Flexible/Hybrid **Job Number** 26\-06042 **Department** Technology Solutions **Opening Date** 08/03/2026 **Position Description** ------------------------ **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 **Duties/Responsibilities** --------------------------- * 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. **Minimum Qualifications \& Experience** ---------------------------------------- * 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. **Benefits – General Full\-Time Employees** * 12\-13 paid holidays per year * 13 standard work days of vacation per year * 13 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement * 2 weeks paid