NEOGOV · 3 months ago
Help Desk Specialist - Tier 1
Houston, TX
Full-time
Hybrid
New Grad, Entry LevelNEOGOV is a service provider for the Harris County court system, assisting with various technical, administrative, budgetary, and legal functions. The Help Desk Specialist - Tier 1 will provide initial technical support to court technology users, handle troubleshooting requests, and work closely with IT team members to ensure effective support for the user base.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Receive help desk calls and provide initial technical support to court technology users; including judges, court staff, and the administrative office of the courts, using both hands-on and remote control capabilities
Case management system support (currently Tyler Odyssey) for end-users throughout the Harris County Justice Courts, and County Civil Court at Law
Initial troubleshooting of computers, printers, scanners, A/V systems, and other technology devices
Ticket escalation in the event that triage requires Tier-2 support for appropriate resolution
Work closely with Information Technology team members to collaboratively support the user-base
Perform basic management of Active Directory including users, groups, computers, and organizational units
Research and present innovative IT support ideas to utilize in the technology environment
Field a diverse array of support calls, including helping users resolve non-technology problems by serving as a liaison between users, service-providing departments, and third-party support providers. This includes answering general phone calls and email correspondence directed to the department
Coordinate with Tier-2 IT team or support requests related to network hardware and configuration, software, audio/video, facilities and building issues, and telecommunications services
Qualification
Required
All applicants must register and take the HRT Clerical Skills Test and score a minimum of 85% with a typing speed of 45 W.P.M. and 85% accuracy
Associates degree in a related field from an accredited college or university
Valid Texas driver's license (upon hire)
Willingness to work collaboratively in a team environment, and strong customer service skills are both paramount in this position
Ability to communicate effectively with the Tier-2 IT team, Business Process Analysts knowledgeable about court operations, other Office of Court Management staff, judges, and court staff
Excellent interpersonal and communications skills both, written and oral
Knowledge of the Microsoft Windows operating system, as well as Microsoft Office products
Basic understanding of Active Directory and enterprise computer systems in a Microsoft environment
Basic understanding of TCP/IP networking
Preferred
Bachelor's Degree from an accredited university is preferred
Knowledge of Court Case Management Systems and Tyler Odyssey (CMS) is a plus
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*
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
Founded in 1999
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase