Desktop Support Technician III

Salary: Depends on Qualifications
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 14900
Department: Commissioner Precinct 1
Division: Technology
Opening Date: 05/13/2025
Closing Date: 6/30/2025 11:59 PM Central
Max Number of Applicants: 200

Position Description
About the Office of Commissioner Rodney Ellis

There are four precincts in Harris County. The four elected commissioners, along with an elected county judge, serve as members of Harris County Commissioners Court, the administrative head of the county's government. Commissioner Rodney Ellis represents the constituents of Precinct One.
With approximately 1.17 million residents, Harris County Precinct One is a diverse, urban precinct that covers 363 square miles. Precinct One's multi-racial, multi-ethnic population is roughly 33 percent African American, 38 percent Latino, 21 percent Anglo, 6 percent Asian and 2 percent other or multiple races. Precinct One stretches south to Brazoria County and reaches into eastern and northern sections of Harris County. The Precinct's territory includes a large section of Downtown Houston, including the Downtown Harris County Courthouse Complex, Toyota Center, Minute Maid Park and the BBVA Compass Stadium. Other notable landmarks include the 263-acre NRG Park Complex and the renowned Texas Medical Center. The Precinct is also the higher educational home to Houston Community College, Rice University, Texas Southern University, the University of Houston and the University of St. Thomas. Precinct One manages more than 21 parks, 10 community centers, numerous hike-and-bike trails, three maintenance service centers and several area offices, all of which provide an array of services to Precinct One residents.

The Mission of the Office of Commissioner Rodney Ellis
The Mission of the Office of Commissioner Rodney Ellis

Commissioner Rodney Ellis' Office, is committed to becoming a national model for delivering responsive public service that utilizes inclusive, innovative, and collaborative approaches to improve the quality of life, advance equality of opportunity, and promote the fair treatment of all people in Harris County. Key Ares of focus for our organization include, but are not limited to:

• Advancing more effective, fair and equitable criminal justice system.
• Furthering economic justice, equity, and opportunity for all Harris County residents, especially those often and historically left behind by government programs.
• Ensuring equitable outcomes in health and access to quality, affordable healthcare
• Fighting for environmental and climate justice that keeps all communities safe and healthy.
• Equitably investing in developing and maintaining resilient infrastructure and transportation for the 21st century
• Building and defending voting rights and a democracy that ensures equitable representation.
• Progressing equity and social and racial justice as common threads through all areas of public policy and public service.

What you will do at Precinct One:

The Desktop Support Technician role is to configure, deploy, maintain and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.

Essential Duties and Responsibilities

• Strategy & Planning-Support development and implementation of new computer projects, software/ managed services, and new hardware installations. Assist in executing short-term strategies and efforts for meeting hardware and organizational needs.

Asset Management:

• Maintain an accurate inventory of all technology assets.
• Ensure all onboarding and offboarding equipment is accurately documented.
• Ensure that repair tools, parts, and components are available for the timely resolution of service tickets.

Operational Management:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users.
• Recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.

Ticket-Based Support Management:

• Process incoming repair tickets and prioritize them based on urgency and Memorandum of Understanding (MOU)
• Acknowledge ticket assignments, diagnose hardware & software issues, and follow standard operating procedures (SOPs) to troubleshoot and resolve issues.
• Update ticket statuses, resolutions, and repair timelines in the ticket management system.

Laptop & PC Imaging and Repair:

• PC setup, re-image, application installation, and software break/fix for PCs
• Troubleshoot and repair hardware & software issues for laptops and PCs, including screen repairs, hard drive replacements, motherboard repairs, power issues, and other component failures.
• Provide quick turnaround on repair requests to minimize client downtime.

Audio/Visual Conferencing Support:

• Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.

Customer Communication:

• Provide clear, professional communication regarding ticket status, expected repair timelines, and troubleshooting instructions to customers.
• Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.

Repair Documentation & Reporting:

• Document repair activities and solutions within the ticketing system, ensuring all information is accurate and up to date.
• Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.

Adherence to MOUs:

• Meet repair timeframes as defined by MOUs to ensure customer satisfaction and minimal device downtime.
• Manage and resolve multiple tickets simultaneously while maintaining quality standards.
• Meet the requirements of any MOUs between Harris County Commissioner Precinct One and any Harris County Department as needed.
• Other duties as assigned

Harris County is an Equal Opportunity Employer

;br>
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 equivalent from an accredited college or university
• One year of specialized training or certificate beyond high school in PC repair, computer software/hardware applications, or network administration.

Experience:

• Three (3) years of increasing responsibility experience in Information Technology or related field.
• Experience and knowledge of asset management, databases, and information systems.
• Experience with IT service delivery (ticketing) systems

Knowledge, Skills, and Abilities:

• Familiar with conferencing systems
• Knowledge of PC and desktop hardware to include setup, re-image, application installation, and software break/fix for PCs
• Knowledge of PC internal components
• Familiar with Active Directory, File and Print Services.
• Hands-on hardware troubleshooting experience.
• Technology equipment support experience
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation and Original Equipment Manufacturer (OEM) guides.
• Able to work independently and as part of a team, including across multiple locations
• Ability to prioritize tasks in a fast-moving environment

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's degree in Information Technology or a related field from an accredited college or university (preferred)

Experience:

• Two (2) relevant IT certifications - such as CompTIA A+, Network+, Server+, Linux+, Cisco, Microsoft Certified: AZ-104, MCTS, MCITP, MCP, MCSA, MCSE, 365, or Administrator. (preferred)

License:

• SharePoint experience (preferred)

General Information
Position Type and Typical Hours of Work:

• Full-time | Regular

Work Environment & Physical Demands:

• Some work may involve a combination of both office and field environments
• Sitting, standing, or walking for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals, at least 15lbs or more.
• In-district travel is required for the purpose of on-site hardware and software troubleshooting and repair

What You Get in ReturnYou will be surrounded by coworkers who bring their best daily. Passionate people who want to make a difference in the communities Precinct One serves and Harris County as a whole. You will be in a mission-driven organization surrounded by colleagues who bring their best to work each day and collaborate to make a difference in the communities Precinct One serves along with Harris County as a whole.

Harris County employees receive a competitive salary plus medical, dental and vision insurance at no cost to the employee after the first two months of full-time continued employment. Vacation, sick time and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.
How to apply

If this job sounds interesting, you meet the required qualifications and you can see yourself working for Precinct One, we invite you to apply.

;/strong>
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.
BENEFITS

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-term disability
• Employee Assistance Program
• Ten (10) days of vacation each year for the first five (5) years of service
  • Accrual rates increase based on years of service
• Eleven (11) County-observed holidays and one (1) floating holiday
• Professional development opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

• Retirement Pension (TCDRS)
• Flexible schedule (varies by department)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
01

Which of the following best describes your highest level of education completed as it relates to this position?

• High School or GED diploma
• Associate Degree
• Bachelor Degree
• Masters Degree or Higher
• None of the above

02

If you selected a college degree in response to the previous question, which of the following best describes your major?

• Information Technology
• Computer Science
• Other Related Technology Field
• Unrelated Field
• N/A; No Degree

03

Which of the following best describes your experience with Information Technology or related field?(To be considered, qualifying experience must be documented in your application's employment history)

• Less than three (3) years
• Three (3) years or more but less than four (4) years
• Four (4) years or more but less than five (5) years
• Five (5) years or more
• I do not have this experience

04

Please provide details about your experience with Information Technology or related field.Do not use "Please see Resume" or "See Resume"(To be considered, qualifying experience must be documented in your application's employment history)Please include your (a) role(s), (b) types of organizations, (c) scope of duties and responsibilitiesIf you do not have this experience, please type "None" in the space provided.
05

In which of the following concepts do you have strong knowledge and/or professional experience?(Select all that apply)

• Experience with IT service delivery (ticketing) systems
• Experience and knowledge of asset management, databases, and information systems.
• Experience using SharePoint
• None of the above

06

If you answered yes in regards to the previous question(s), please describe your verifiable experience. NOTE: Please DO NOT use "See Resume" as we do not use resumes for qualifications.(Type N/A if not applicable)
07

Which of the following professional licensure/certification do you currently hold?(Select all that apply.)

• Computing Technology Industry Association A+ (CompTIA A+)
• Network+ (CompTIA Network+)
• Server+ (CompTIA Server+)
• Linux+ (CompTIA Linux+)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified IT Professional (MCITP)
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Associate (MCSA)
• Microsoft Certified Solutions Expert (MCSE)
• Microsoft 365
• Cisco certifications
• Administrator Expert
• None of the above

08

Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions:Advanced:A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data. Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code. Makes interactive presentations by using hyperlinks and action buttons.Intermediate:A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports. Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms. Makes interactive presentations by using hyperlinks and action buttons.Basic:A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup. Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it.Entry Level:A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel. Format documents for printing, comfortable using the printer menu to preview documents. Has ability to change the font, the ma)

• Advanced
• Intermediate
• Basic
• Entry Level
• Not proficient

09

Do you have one (1) year of specialized training or certificate beyond high school in PC repair, computer software/hardware applications, or network administration?

• Yes
• No

Required Question