What are the responsibilities and job description for the Help Desk Specialist position at Harris County?
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
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.
https://www.governmentjobs.com/careers/harriscountytx/jobs/998426/hrrm-clerical-skills-test
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:
Associates 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.
- Bachelor’s Degree from an accredited university is preferred.
Knowledge of Court Case Management Systems and Tyler Odyssey (CMS) is a plus.
Register Online for the HRRM Clerical Skills Test using the following link: https://www.governmentjobs.com/careers/harriscountytx/jobs/998426/hrrm-clerical-skills-test
- 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.
