Help Desk Agent

Help Desk/ Call Center Agents support election operations by providing knowledgeable and reliable assistance to Harris County election workers as well as assisting the public. They are responsible for learning and applying all election-related procedures from the Help Desk manual. This role requires strong multitasking skills, including managing phone calls, entering information accurately, and referencing materials in real time, as well as maintaining punctuality and reliability for scheduled shifts., Help Desk Agents are responsible for:

• Learning all election content outlined in the Help Desk manual.
• Providing excellent customer service to the election workers of Harris County.
• Helping other election departments as needed (projects/ Front desk backup).
• Must be able to multitask (speak on phone, type on computer, read from manual).
• Arriving on time for shift.
• Knows when to ask for support and or clarity.

• High School Diploma or GED equivalent from an accredited educational institution.
• Two (2) plus year of customer service experience.

Knowledge, Skills, and Abilities:

• Must be able to work under stress and able to work without direct supervision.
• Knowledgeable of the general operations of an election and the Harris County website.
• Be professional and have good interpersonal skills.
• Computer literate, proficient in Microsoft Office suite, and be willing to learn new computer programs and applications.
• Must have the ability to prioritize tasks and possess excellent communication skills.
• Understands and can explain the ePollBook application and the voting process., * High School or GED diploma
• Associates Degree
• Bachelor’s Degree
• Master’s Degree or higher
• None of the above

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Which of the following best describes your verifiable years of customer service experience?(To be considered, qualifying experience must be documented in your application’s employment history)

• Less than one (1) year
• One (1) year but less than two (2) years
• Two (2) years but less than three (3) years
• Three (3) years or more
• I do not have this experience

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Which of the following language(s) are you bilingual and fluent?Select all that apply:

• English and Spanish
• English and Chinese
• English and Vietnamese
• English and Other Language(s)
• None of the Above

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Which of the following describes your level of proficiency using a personal computer and common office software such as MS Office Suite (Word, Excel, PowerPoint, and Outlook). Please select your level of proficiency based on the following descriptions:Advanced:A person with this level of skills is able to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements; a wide range of graphic effects, and use advanced techniques for analyzing and manipulating data. Has full mastery of Macro commands and skills to tie the objects together into a cohesive system by using Macros and Visual Basic for Applications code. Makes interactive presentations by using hyperlinks and action buttons.Intermediate:A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports. Understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel. Able to use complex query techniques, create efficient forms and reports, and create Macros to automate these forms. Makes interactive presentations by using hyperlinks and action buttons.Basic:A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup. Has the ability to enter and correct data, modify a workbook, format a worksheet, and use printing functions. Understands the different database concepts and structures and is familiar with data validation and is able to create a simple presentation in PowerPoint, run it, and print it.Entry Level:A person with this level of skills has the ability to open, create, save and modify documents in Word, send and receive email in Outlook and create spreadsheets in Excel. Format documents for printing, comfortable using the printer menu to preview documents. Has ability to change the

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan. The following benefits are offered only to Harris County employees in regular (full-time) positions: Health & Wellness 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

Paid Time Off (PTO)

• 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

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*

• METRO RideSponsor Program*

• Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas. In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County’s behalf as needed. For plan details, visit the Harris County Benefits & Wellness website: 01

Do you meet all eligibility requirements to register to vote in the State of Texas?

• Yes
• No

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