Help Desk Specialist - Harris County (TX) : Job Details

Position Description

This is a Tier-1 desktop support position within the Technical Services Division of the Office of Court Management. The Technical Services Division provides day-to-day technical support to several Harris County court divisions and the Office of Court Management. This support is predominantly phone and email-based, and it includes front-line fielding of technical support requests, initial triage of requests, and communication with end-users pertaining to troubleshooting. A large component of end-user support will be related to Court Case Management System assistance (Tyler Odyssey).

The Office of Court Management is a service provider for the Harris County court system, assisting with various technical, administrative, budgetary, and legal functions that support the courts in their mission to provide a forum for the fair, impartial, accessible, and timely resolution of cases.

Duties and Responsibilities:

* Receive help desk calls and provide initial technical support to court technology users; including judges, court staff, and the administrative office of the courts, using both hands-on and remote control capabilities.

* Case management system support (currently Tyler Odyssey) for end-users throughout the Harris County Justice Courts, and County Civil Court at Law.

* Initial troubleshooting of computers, printers, scanners, A/V systems, and other technology devices

* Ticket escalation in the event that triage requires Tier-2 support for appropriate resolution.

* Work closely with Information Technology team members to collaboratively support the user-base.

* Perform basic management of Active Directory including users, groups, computers, and organizational units.

* Research and present innovative IT support ideas to utilize in the technology environment.

* Field a diverse array of support calls, including helping users resolve non-technology problems by serving as a liaison between users, service-providing departments, and third-party support providers. This includes answering general phone calls and email correspondence directed to the department.

* Coordinate with Tier-2 IT team or support requests related to network hardware and configuration, software, audio/video, facilities and building issues, and telecommunications services.

Other Duties:

* This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under their supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.

Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call (713) ###-#### or email [email protected]

Requirements

All applicants must register and take the HRRM Clerical Skills Test and score a minimum of 85% with a typing speed of 45 W.P.M. and 85% accuracy.

Please see testing instructions in the General Information section below.

To qualify for this position, required experience, education and skills must be clearly stated on your application's employment history.

Education:

* Associate degree in a related field from an accredited college or university.

Licensure:

* Valid Texas driver's license (upon hire)

Knowledge, Skills, and Abilities:

To perform the essential functions of this position successfully, an incumbent should demonstrate the following competencies:

* Willingness to work collaboratively in a team environment, and strong customer service skills are both paramount in this position. This includes the ability to communicate effectively with the Tier-2 IT team, Business Process Analysts knowledgeable about court operations, other Office of Court Management staff, judges, and court staff.

* Excellent interpersonal and communications skills both, written and oral.

* Knowledge of the Microsoft Windows operating system, as well as Microsoft Office products.

* Basic understanding of Active Directory and enterprise computer systems in a Microsoft environment.

* Basic understanding of TCP/IP networking.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. See Resume will not be accepted for qualifications.

Preferences

* Bachelor's Degree from an accredited university is preferred.

* Knowledge of Court Case Management Systems and Tyler Odyssey (CMS) is a plus.

General Information

Register Online for the HRRM Clerical Skills Test using the following link:

* Click the above link to the HRRM Clerical Skills Test registration page.

* Click on Apply to submit your request for testing.

* You will receive a test invitation and instructions via e-mail within 48 hours.

* You will have no more than 5 calendar days to access and complete testing.

* Your score will be automatically uploaded to your application.

* The test may be taken once every 30 days.

* Most recent test scores are retained for up to 6 months.

Position Type and Typical Hours of Work:

* Regular Full-time

* Hours will be discussed during departmental interview.

Salary:

* Depends on Qualifications

* Based on 26 pay periods

Work Environment and Physical Demands:

* Physical ability to lift up to forty (40) pounds and/or move boxes and equipment as needed.

* Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting and reaching to perform the essential functions.

* Will need to occasionally report to off-site locations.

Employment is contingent upon passing a background check and drug screen.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

BENEFITS

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

* Medical Coverage

* Dental Coverage

* Vision Coverage

* Wellness Plan

* Life Insurance

* Long-term disability

* Employee Assistance Program

* Ten (10) days of vacation each year for the first five (5) years of service

* Accrual rates increase based on years of service

* Eleven (11) County-observed holidays and one (1) floating holiday

* Professional development opportunities

* Dependent Care Reimbursement Plan

* Healthcare Reimbursement Account

* 457 Deferred Compensation Plan

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

* Retirement Pension (TCDRS)

* Flexible schedule (varies by department)

* Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County benefits website:

01

Which of the following best describes your highest level of education completed as it relates to this position?

* High School or GED diploma

* Associate Degree

* Bachelor's Degree

* Master's Degree or higher

* None of the above

02

Please describe your educational background including level of education completed, area of study and completed major and minor programs.

03

Do you have knowledge of Court Case Management Systems and Tyler Odyssey (CMS)?

* Yes

* No

04

Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions: Advanced: A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data. Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code. Makes interactive presentations by using hyperlinks and action buttons. Intermediate: A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports. Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms. Makes interactive presentations by using hyperlinks and action buttons. Basic: A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup. Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it. Entry Level: A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel. Format documents for printing, comfortable using the printer menu to preview documents. Has ability to change the font, the margins, insert or delete pages and use the built-in spellchecker and grammar check.

* Advanced

* Intermediate

* Basic

* Entry Level

* Not proficient

05

This role requires a Valid Driver's License (Texas upon hire) Do you have a Valid Driver's License?

* Yes, I have a Valid Texas Driver's License

* Yes, I have a Valid Driver's License but understand I must obtain a Valid Texas Driver's License prior to start date

* No, I'm not interested

Required Question

Agency Harris County

Address 1111 Fannin St

Ste. 600

Houston, Texas, 77002

Phone 713-###-####

Website