Help Desk Representative

Hybrid help desk role in Houston with a 24/7/365 support environment, onsite and remote support responsibilities, and benefits designed to support your health, stability, and professional growth. Harris County Universal Services offers medical, dental, and vision coverage, wellness resources, retirement planning through TCDRS, paid time off, and professional learning and development opportunities.

Responsibilities

• 80% Provide Level 1 help desk support by creating tickets and resolving service and incident requests across the enterprise, either resolving directly or escalating when needed.
• 10% Support end users onsite by providing desktop support, and assist with technical projects such as computer rollouts and imaging.
• 10% Deliver on-site and remote technical support during emergency operations activations and critical county events, including severe weather events, disaster recovery efforts, elections, special events, and other emergency operations.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED from an accredited educational institution.
• 1 year of successful experience providing technical support in a large enterprise using Microsoft and other productivity applications, including Outlook.
• Ability to work independently with high 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).
• Exceptional customer service skills, including providing service to VIPs.
• Ability to report onsite to designated County facilities during emergency activations, disaster response operations, and other critical incidents when required.

Technologies

• Microsoft, Office 365, Outlook
• Apple products (Mac, iPhone)
• MS Surface
• Chromebooks
• Android devices

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
• 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
• 457 Deferred Compensation Plan
• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*

Location and Schedule

Location: 1310 Prairie St., Houston, TX 77002

Work Schedule: 8 hours per day

Hybrid: 3 days in office / 2 days WFH. Mandatory on-site: first 90 days (5 days a week). After that period, telework may be considered with management approval based on performance and operational needs. Telework is a privilege and not guaranteed.

On-site requirement: All new hires must work onsite during their first 90 days of employment.

Preferences

• Associate degree or higher related to technology.
• Relevant technical certifications are a plus.
• 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: 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.

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.