Odyssey Help Desk Specialist (Tier-1)

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Position Description

Purpose:

This is a Tier-1 support position within the Technical Services Division of the Office of Court Management primarily focused on the Tyler Odyssey Case Management System used by Harris Countys 16 Justice of the Peace Courts in addition to traditional desktop and hardware support.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.

This position serves as the front-line technical responder for court operations staff through phone and email support. The role requires both technical proficiency and understanding of judicial workflows providing initial triage troubleshooting and navigation assistance for the Tyler Odyssey Case Management System and the broader technical environment supporting one of the nations largest court systems.

Duties and Responsibilities:

Primary Odyssey Support: Serve as the first point of contact for the 16 Harris County Justice Courts for all Tyler Odyssey functional issues including case entry document generation and workflow navigation.
Provide specialized support for enterprise point-of-sale (POS) payment systems and court accounting modules within Odyssey.
Receive help desk calls and provide initial technical and functional support to judges court staff and administrative offices using both hands-on and remote-control capabilities.
Act as a critical liaison between court staff and Business Process Analysts (Tier-2) for complex issues.
Perform initial troubleshooting of computers printers scanners A/V systems and other peripheral devices used within the courtroom; triage incoming calls and working with Tier-2 BPA and IT teams for support handoff where necessary.
Perform basic management of Active Directory including users groups and computers to ensure proper access to court resources.
Field a diverse array of support calls serving as a liaison between users service-providing departments and third-party vendors to resolve non-technical court operational problems.

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 theHRT Clerical Skills Testandscore 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.

To qualify for this position required experience education and skills must be clearly stated on your applications employment history.

Education and Experience:

An associate degree (60 credit hours) from an accredited college or university in Information Technology Justice Administration Public Administration Business Administration or a related field.
Professional experience in Court Administration Justice of the Peace operations or Tyler Odyssey functional support may be substituted for the required education on a basis of three (3) years of experience for one (1) year of education.

Knowledge Skills and Abilities:

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

A strong willingness to learn and master the Tyler Odyssey Case Management System (CMS).
While IT skills are necessary the ability to understand and troubleshoot court business processes is paramount.
Exceptional interpersonal and communication skills (written and oral) with the ability to remain calm and helpful when assisting court staff during active court sessions.
Ability to work effectively with Tier-2 IT teams Business Process Analysts judges and court administrators to resolve high-priority court-down issues.Proficiency in the Microsoft Windows environment Microsoft Office 365 and a basic understanding of Active Directory.
The ability to distinguish between a technical failure (network/hardware) and a functional software error (Odyssey workflow/permissions).
HRT Clerical Skills Test and score a minimum of 85% with a typing speed of 45 W.P.M. and 85% accuracy.

Licensure:

Valid Texas drivers license (upon hire)

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.

Position DescriptionPurpose:This is a Tier-1 support position within the Technical Services Division of the Office of Court Management primarily focused on the Tyler Odyssey Case Management System used by Harris Countys 16 Justice of the Peace Courts in addition to traditional desktop and hardware s...