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 military leave per year
- Medical, dental, vision, and supplemental life insurance plans
- State and City retirement plans
- Short and long term disability plans
- Paid temporary disability leave for specified conditions
- City contribution of 13.6% into the N.C. State Retirement System
- Paid funeral leave
- Employee Assistance Program - personal and family counseling
- Paid life insurance equal to annual salary
- 48 hours for volunteer work each year*
- 4 hours parental leave each year
- Workman's Compensation Insurance
- 457 Deferred Compensation Plans
Benefits - Part-Time (1,000 hours or more per year)
- 401(k) retirement plan (5.0% of salary)
- State retirement plan
Benefits Part-Time (Average 30 hours per week over 12 month period)
- 401(k) retirement plan (5.0% of salary)
- State retirement plan effective first day of the month following date of hire
- Health insurance effective first day of the month following date of hire
- Dental and life insurance, after one year of service
- Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
- City of Durham Website
- Walk in
- Job fair
- Employee referral
- Professional organization ***Please list the organization in "other" box below***
- Internet posting ***Please list the specific web site in the "other" box below***
- Craig's List
- Facebook
- LinkedIn
- GlassDoor
- governmentjobs.com
- Monster.com
- Indeed.com
- Employment Security Commission
- Magazine/Newspaper
- Other
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
- Less than a High School Diploma or Equivalent (GED, HiSET, TASC)
- High School Diploma or Equivalent (GED, HiSET, TASC)
- Associates Degree
- Bachelor's Degree
- Master's Degree
- Doctoral Degree (PhD, Juris Doctorate)
04
How many years of related experience do you have?
- No related experience
- Less than 1 year of related experience
- 1 year but less than 2 years of related experience
- 2 years but less than 6 years of related experience
- 6 or more years of related experience
05
Do you have the Dell certification "or" are you willing to obtain it within six months of the hire date?
- Yes
- No, but I am willing to obtain it within six months of the hire date.
- No, but I am NOT willing to obtain it within six months of the hire date.
06
Do you have hands-on experience providing Tier 0 or Tier 1 technical support (such as troubleshooting laptops, desktops, mobile devices, or basic software issues) via phone, email, chat, or in person?
07
Do you have experience using a help desk or ticketing system to log, track, and resolve technical issues?
08
Do you have experience using a multi-line phone system or softphone?
Required Question