Help Desk Specialist - Tier 1

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

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net

Requirements

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

Please view the testing instructions in the original posting.

Education:

• Associates degree in a related field from an accredited college or university.

Licensure:

• Valid Texas driver’s license (upon hire)

Knowledge, Skills, and Abilities:

• 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

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.