Help Desk Representative

Position Description

About Harris County and Universal Services:

Harris County Universal Services (Universal Services) is transforming the way the County does business and seeking a Help Desk Support Service Professional I to join our team.

Universal Services is the enterprise IT solutions center for the departments and offices of Harris County, providing Information Technology, Public Safety and Justice Technologies, 311 Constituent Engagement Services, Fleet Services, and Records and Information Governance Services.

Harris County is the third largest and most diverse county in the nation, with a population of more than 4.7 million. Harris County Commissioners Court, the County’s governing body, directs a budget of more than $4 billion providing essential services including flood control, infrastructure, healthcare, housing, and justice administration.

This is a great time to join Universal Services as we enhance critical services to Harris County residents and internal customers.

Position Overview:

Under limited direction the Help Desk Support Service Professional I provides technical help desk support for end users in a 24/7 environment. Additionally, provides exceptional customer service for all customers, including VIPs, and participates in technical projects. Supports users in Office 365 and other productivity applications, as well as custom applications and services. Works independently with a high level of productivity providing level one support, and as part of a team or under a senior tech’s mentorship on special projects. Provides onsite support for drop in customers and during emergency activations and special projects.

Job Responsibilities:

80% - Creates tickets and resolves service and incident requests from customers across the enterprise, providing support or escalating issues as needed.

10% - Provides on-site Desktop support to end users and participates and assists on technical projects such as computer rollouts and imaging

10%- Provides onsite and remote support for emergency activations and special events, and other work as assigned.

Harris County is an Equal Opportunity Employer

If you need special services or accommodations, please call or email .

This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.

Requirements

Education:

High School Diploma or GED from an accredited educational institution

Experience:

One (1) year of successful experience providing technical support in a large enterprise using Microsoft and other productivity applications including Outlook.

Knowledge, Skills, & Abilities:

Candidates must have the ability to work independently with a high level of productivity and accuracy.

Proven experience providing help desk support in a large enterprise.

Strong technical troubleshooting skills

Excellent interpersonal and written/oral communication skills.

Ability to interact with staff at all levels, including VIPs.

Ability to work extended hours as needed including nights, weekends, holidays and emergency or special event activations, as the Help Desk is 24/7/365, most shifts are normal day production hours, but position requires occasional coverage of nights, weekends, holidays, and during emergency and special event activations.

Must have exceptional customer service skills.

Ability to work with and provide exceptional customer service with VIPs

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).

Automatic Disqualification:

Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor

Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years

Open arrest for any criminal offense (Felony or Misdemeanor)

Family Violence conviction

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

Education:

Associate degree or higher related to technology.

Relevant technical certifications are a plus.

Experience:

Some experience working with Apple products including Mac and iPhone.

Familiarity with other tablets such as MS Surface or Chromebooks, Android devices.

Experience using endpoint management systems (such as SCCM or MS Endpoint Configuration Manager

General Information

Location:

406 Caroline Street, Houston, TX 77002

Work Arrangements:

Hybrid (onsite and work from home)

Hybrid: 3 days in office/2 days WFH (mandatory on-site 5 days a week first 90 days)

Work Schedule:

8 hours per day

Employment may be contingent on passing a drug screen and meeting other standards.

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