NEOGOV · 2 days ago
JUVENILE PROBATION DEPARTMENT - SUPPORT SERVICES SPECIALIST, INTERMEDIATE
TX 79905, TX
Full-time
Onsite
Mid Level
$52K/yr - $52K/yr
3+ years expNEOGOV is seeking a Support Services Specialist, Intermediate for the Juvenile Probation Department. This role provides first-tier support to customers on various issues, ensuring proper computer operation and assisting in communications operations to facilitate business tasks for end users.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Fields incoming help requests from end users via both telephone and email in a courteous manner
Sets up user accounts and shared resource accounts in accordance with established guidelines
Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks in all closed tickets
Follows up on open requests by discussing with technical support staff
Assists in hardware/software releases and roll-outs and communicate with user departments on status and manage issues raised to the help desk, escalate issues to other teams if necessary
Assists in the design phase, translating user needs and technical specifications into functional software designs
Assists in designing, developing, and maintaining databases and reports used by the software and end-users. Identify opportunities for automation within support workflows and propose or implement solutions
Documents all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue
Builds rapport and elicit problem details from help desk customers
Prioritizes and schedules problems. Escalates problems (when required) to appropriately experienced technician
Applies diagnostic utilities to aid in troubleshooting
Assists to update and maintain the various departmental websites and applications
Train staff on new tools or systems developed in-house, ensuring smooth adoption and usage
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Assists in identifying and resolving errors, bugs, and glitches in the code of existing software programs
Identifies and learns appropriate software and hardware used and supported by the organization
Performs preventative maintenance, including checking and cleaning of workstations via remote control, calling in printers for vendor maintenance, and checking peripherals via help desk tools
Tests fixed errors to ensure problem has been adequately resolved
Performs post-resolution follow-ups to help requests
Installs anti-virus software remotely and clean infected user PCs via remote control
Develops help sheets and FAQ lists for end users
Reinforces SLAs to manage end-user expectations
Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution
Attends and participates in meetings, trainings and information sessions
Stays abreast of new trends and innovations in the field
Substitutes, if assigned, during temporary absences by performing delegated duties sufficient to maintain continuity of normal operations
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills
Maintains a safe and healthy workplace environment
Performs such other related duties as maybe assigned
Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product
Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays
May be required to wear a uniform as per department appearance standards
Occasional travel
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor
Qualification
Required
Bachelor's degree in Computer Science or Microcomputer Technology or closely related field
three (3) years of technical support, help desk, or call center customer service experience
Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso
Proof of automobile liability insurance coverage is required
Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job-related skills and technology
In order to access the County's network and systems, a personal mobile smart device is required by the hire start date
Knowledge of concepts, practices and procedures within a Help Desk environment
Knowledge of basic computer hardware, including wireless communication and computing devices such as cellphone and/or tablet type devices
Knowledge of desktop and server operating systems, including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer
Knowledge of diagnostic utilities
Knowledge of English usage, grammar, punctuation and spelling
Knowledge of techniques for effective interpersonal communications
Knowledge of modern office procedures, methods and computer equipment to include Windows and Microsoft based products
Skill/Ability to complete projects on time and within budget
Skill/Ability to operate personal computer using standard office operating software and general office equipment
Skill/Ability to prepare and maintain records, maintain filing systems, compile and organize information
Skill/Ability to communicate effectively both orally and in writing
Skill/Ability to promote program activities
Skill/Ability to make mathematical computations
Skill/Ability to prepare clear, concise and comprehensive written reports, and staff studies
Skill/Ability to schedule, supervise, train and evaluate assigned staff
Skill/Ability to establish and maintain cooperative and effective relationships with those contacted during the course of work
Pass a background investigation
Demonstrate regular and reliable attendance
Work well with others and participate fully in a team oriented environment
Interface with other employees and customers in a courteous and respectful manner
Maintain strict confidentiality
Project positive support of their department and organizations receiving IT service at all times
Maintain and enhance the County's commitment to customer service excellence
Preferred
one (1) year of experience in programming and SQL commands
Benefits
16 holidays per year as recognized.
Accruals are credited on a biweekly basis and available for use as it is accrued after 6 months of continuous service. Year to year carry-over accruals are limited to twice the employee's annual rate. 10 days (1 through less than 5 years of service) 15 days (5 through less than 15 years of service) 20 days (15 years of service or over)
Accruals are credited on a biweekly basis and available for use as it is accrued after 3 months of full time service. Employees accrue 15 days of sick leave per year.
Military Leave – 15 days of paid leave per fiscal year for active military service
Bereavement Leave – 3 days of paid leave for the death of an immediate family members and 4 hours for other family members and friends.
Medical Consumer Driven Health Plan (CDHP)
Retirement benefits are provided by the Texas County and District Retirement Fund (TCDRS). Regular employees become a member of TCDRS upon hire. All regular employees are required to contribute 7% to the retirement fund and the County matches 250% upon eligible retirements.
Employees may defer earnings, on a pre-tax basis, into a 457 deferred compensation program. This is an optional program.
Full-time County employees are provided a basic life insurance benefit of $10,000 life insurance at no cost. Supplemental coverage is available for additional fees.
The Long-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period above 90 days.
The Short-Term disability program provides 60% of the employees' income when the employee becomes disabled because of an illness, injury or accident for a period shorter than 90 days.
Employees who retire from the County are eligible to continue Health Insurance at the rate set by the El Paso County Risk Pool Board.
Employees are enrolled in an Employee Assistance Program that provides a variety of counseling services.
The section 125 program is optional for employees and provides a method to pay medical and dependent care expenses on a pre-tax basis.
Reimbursement of $15 per month for 6 months of continuous gym usage.
Reimbursement up to $2000 per calendar year for eligible education expenses.
The Employee Fitness and Wellness Center opened in October 2021 at the County Courthouse. The cost is $5 per employee per month.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
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
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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
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