Odyssey Help Desk Specialist (Tier-1)

Technical Services Division Support

This is a Tier-1 support position within the Technical Services Division of the Office of Court Management, primarily focused on the Tyler Odyssey Case Management System used by Harris County's 16 Justice of the Peace Courts, in addition to traditional desktop and hardware support. The Office of Court Management is a service provider for the Harris County court system, assisting with various technical, administrative, budgetary, and legal functions that support the courts in their mission to provide a forum for the fair, impartial, accessible, and timely resolution of cases. This position serves as the front-line technical responder for court operations staff through phone and email support. This role requires both technical proficiency and understanding of judicial workflows, providing initial triage, troubleshooting, and navigation assistance for the Tyler Odyssey Case Management System and the broader technical environment supporting one of the nation's largest court systems.

Duties and Responsibilities:

• Serve as the first point of contact for the 16 Harris County Justice Courts for all Tyler Odyssey functional issues, including case entry, document generation, and workflow navigation.
• Provide specialized support for enterprise point-of-sale (POS) payment systems and court accounting modules within Odyssey.
• Receive help desk calls and provide initial technical and functional support to judges, court staff, and administrative offices using both hands-on and remote-control capabilities.
• Act as a critical liaison between court staff and Business Process Analysts (Tier-2) for complex issues.
• Perform initial troubleshooting of computers, printers, scanners, A/V systems, and other peripheral devices used within the courtroom; triage incoming calls and working with Tier-2 BPA and IT teams for support handoff where necessary.
• Perform basic management of Active Directory including users, groups, and computers to ensure proper access to court resources.
• Field a diverse array of support calls, serving as a liaison between users, service-providing departments, and third-party vendors to resolve non-technical court operational problems.
• Answer, screen, and direct incoming telephone calls for the Office of Court Management to the appropriate personnel or department.
• Support the Administration team with clerical tasks assigned.

Other Duties:

• This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under their supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.

Harris County is an Equal Opportunity Employer.

If you need special services or accommodations, please call View phone number on click.appcast.io or email View email address on click.appcast.io.

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.

To qualify for this position, required experience, education and skills must be clearly stated on your application's employment history.

Education and Experience:

• An associate degree (60 credit hours) from an accredited college or university in Information Technology, Justice Administration, Public Administration, Business Administration, or a related field.
• Professional experience in Court Administration, Justice of the Peace operations, or Tyler Odyssey functional support may be substituted for the required education on a basis of three (3) years of experience for one (1) year of education.

Knowledge, Skills, and Abilities:

• A strong willingness to learn and master the Tyler Odyssey Case Management System (CMS). While IT skills are necessary, the ability to understand and troubleshoot court business processes is paramount.
• Exceptional interpersonal and communication skills (written and oral), with the ability to remain calm and helpful when assisting court staff during active court sessions.
• Ability to work effectively with Tier-2 IT teams, Business Process Analysts, judges, and court administrators to resolve high-priority "court-down" issues.
• Proficiency in the Microsoft Windows environment, Microsoft Office 365, and a basic understanding of Active Directory.
• The ability to distinguish between a "technical" failure (network/hardware) and a "functional" software error (Odyssey workflow/permissions).

Licensure:

• Valid Texas driver's license (upon hire)

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.

Position Type and Typical Hours of Work:

• Regular Full-time
• Hours will be discussed during departmental interview.

Salary: Depends on Qualifications Based on 26 pay periods

Work Environment and Physical Demands:

• Physical ability to lift up to forty (40) pounds and/or move boxes and equipment as needed.
• Subject to kneeling, crouching, handling, climbing, walking, sitting, twisting and reaching to perform the essential functions.
• Will need to occasionally report to off-site locations.

Employment is contingent upon passing a background check and drug screen. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.