Help Desk Representative

Salary: Depends on Qualifications
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 14928
Department: Universal Services
Opening Date: 04/25/2025
Closing Date: Continuous

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
;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 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.
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?Qualifying information must be documented in the Education section of your application.

• High School or GED diploma
• Associate Degree
• Bachelor's Degree
• Master's Degree or higher
• None of the above

02

Do you have relevant technical certifications?

• Yes
• No

03

Please describe your educational background including level of education completed, area of study and completed major and minor programs.
04

Which of the following best describes your verifiable successful experience providing technical support in a large enterprise using Microsoft and other productivity applications including Outlook?(To be considered, qualifying experience must be documented in your application's employment history)

• Less than one (1) year
• One (1) year but less than two (2) years
• Two (2) years but less than three (3) years
• Three (3) years or more
• I do not have this experience

05

Please provide details about your verifiable successful experience providing technical support in a large enterprise using Microsoft and other productivity applications including Outlook.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.
06

Do you have some experience working with Apple products including Mac and iPhone?

• Yes
• No

07

Do you have familiarity with other tablets such as MS Surface or Chromebooks, Android devices?

• Yes
• No

08

Do you have experience using endpoint management systems (such as SCCM or MS Endpoint Configuration Manager?

• Yes
• No

09

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 margins, insert or delete pages and use the built-in spellchecker and grammar check.

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

Required Question