Odyssey Help Desk Specialist (Tier-1)

Position Overview:

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:

• Primary Odyssey Support: 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

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