Help Desk Specialist Tier 1

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

you need special services or accommodations please call or email

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.

see testing instructions in the General Information section below.

Education:

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

Licensure:

Valid Texas drivers 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 butONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.

Preferences

Bachelors Degree from an accredited university is preferred.
Knowledge of Court Case Management Systems and Tyler Odyssey (CMS) is a plus.

General Information

the above link to the HRT 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 business 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.

Position DescriptionThis 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 p...