Help Desk Representative

Position Description

About Harris County Universal Services Harris County Universal Services (HCUS) serves as the technology backbone of Harris County, providing innovative, secure, and reliable technology solutions that support County operations and enhance public services. From cybersecurity and enterprise applications to infrastructure and public safety communications, HCUS is committed to driving innovation, improving efficiency, and delivering meaningful solutions to the communities we serve.

Our Core Values At HCUS, our five core values guide our work, shape our culture, and reinforce our commitment to service excellence.

• People – We value our employees, foster an inclusive workplace, and empower individuals to succeed.
• Integrity – We uphold ethical standards and demonstrate honesty and professionalism in everything we do.
• Accountability – We take ownership of our actions, honor our commitments, and deliver results.
• Service – We are dedicated to providing exceptional support and solutions that meet the needs of Harris County and its residents.
• Innovation – We embrace creativity, continuous improvement, and emerging technologies to drive meaningful change.

POSITION OVERVIEW:

The Help Desk Support Service Professional I provides technical help desk support for end users in a 24 hours a day, 7 days a week, 365 days a year (24/7/365) operational 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 1 support, and as part of a team or under the mentorship of senior technicians on special projects. Provides onsite support for walk-in customers and delivers both on-site and remote technology support during emergency operations activations, disaster response events, severe weather incidents, elections, special events, and other critical County operations. This position may require availability outside of normal business hours to support the County's 24/7/365 operational needs.

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 roll outs and imaging
• 10%- Provides on-site and remote technical support during emergency operations activations, severe weather events, disaster recovery efforts, elections, special events, and other critical County operations. May be required to work outside normal business hours, including evenings, weekends, holidays, and extended shifts as operational needs dictate. Performs other duties as assigned.

Harris County is an Equal Opportunity Employer https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net. 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 support a 24/7/365 operation and work extended or alternate schedules as required, including evenings, nights, weekends, holidays, emergency operations activations, disaster response efforts, severe weather events, and special event support. While the primary schedule is generally standard business hours, employees may be required to provide onsite or remote support outside normal working hours to ensure continuity of critical County services.
• Must have exceptional customer service skills.
• Ability to work with and provide exceptional customer service with VIPs
• Ability to report onsite to designated County facilities during emergency activations, disaster response operations, and other critical incidents when required.

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:

• 1310 Prairie St., Houston, TX 77002

Work Schedule:

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

Work Arrangements:

• Hybrid (onsite and work from home)
• All new hires are required to work onsite during their first 90 days of employment.
• For positions eligible for a hybrid schedule, telework may be considered after this period and requires management approval based on performance and operational needs. Telework is a privilege and is not guaranteed

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 EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.

The following benefits are offered only to Harris County employees in regular (full-time) positions:

Health & Wellness Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*
• Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.

In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For plan details, visit the Harris County Benefits & Wellness website:

www.benefitsathctx.com