Customer Support Specialist

Position Description

The IntelliTime Support Specialist serves as the first point of contact for end-user issues and inquiries related to the IntelliTime workforce management and timekeeping system within the Harris County Sheriff’s Office (HCSO). This role ensures the timely resolution of time entry issues, supports accurate payroll submissions, and promotes system efficiency and compliance across jail operations.

Duties and Responsibilities

Provide immediate frontline support to employees and supervisors using IntelliTime

Troubleshoot and resolve issues related to punches, schedules, shift discrepancies, and leave entries

Accurately process labor time entries, verify payroll readiness, and maintain data integrity

Provide training and one-on-one guidance on timekeeping procedures and system use

Track, analyze, and escalate systemic issues to IntelliTime administrators or technical support

Maintain detailed logs of support issues, resolutions, and trends

Assist in user acceptance testing (UAT) for system enhancements and updates

Collaborate with Scheduling, HR, Payroll, and Command Staff to ensure policy compliance

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. At its discretion, management may assign or reassign duties and responsibilities to this job at any time.

Requirements

An Associate’s degree in a business-related field

A minimum of five (5) years of customer support, dispatch coordination, or operations support in a municipal law enforcement environment

Experience using software platforms such as IntelliTime, M5, ParkingBoxx, WAS, or similar timekeeping or access systems

Proficient in Microsoft Office and enterprise software platforms

Strong communication and customer service skills

Attention to detail in documentation and data accuracy

Ability to handle sensitive personnel data with discretion

Ability to work overtime as needed, including weekends, nights, or holidays

Preferences

Bachelor’s degree in Business

General Information

This is a full-time position

Salary:

Paid biweekly based on 26 pay periods per year, plus benefitsWork Environment

This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

This role is sedentary, however, the ability to lift and carry up to 10 pounds is necessary to lift files and/or boxes of files, documents, etc.

Position Type and Typical Hours of Work

This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 4:00 p.m. Hours may vary based on the business needs of the department.To Apply:

Complete the online job application, including employment history and education

Applicant's submission of a Job Application does not guarantee an interview

Equal Opportunity Statement

Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.

Due to a high volume of applications, positions may close before the advertised closing date if sufficient applications have been received