Customer Support Specialist

Harris County Sheriff's Office; Houston (TX); On-site; USD 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to enhance user experience with their workforce management system. This role is pivotal in ensuring timely resolution of timekeeping issues and supporting payroll accuracy. Ideal candidates will have a strong background in customer support, particularly in a municipal law enforcement context, and be adept at using various software platforms. Join a team dedicated to operational excellence and contribute to the efficiency of jail operations. If you are detail-oriented and passionate about providing exceptional service, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Long-term Disability

Paid Parental Leave

Professional Development Opportunities

10 Days Vacation

Employee Assistance Program

Flexible Schedules

Qualifications

• 5+ years of customer support experience in a municipal law enforcement environment.
• Proficient in software platforms like IntelliTime and Microsoft Office.

Responsibilities

• Provide frontline support for timekeeping issues and inquiries.
• Troubleshoot and resolve discrepancies in time entries and schedules.

Skills

Customer Support

Data Integrity

Communication Skills

Attention to Detail

Problem Solving

Education

Associate's Degree in Business

Bachelor's Degree in Business

Tools

IntelliTime

Microsoft Office

M5

ParkingBoxx

WAS

Job description

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Position Description

The IntelliTime Support Specialist serves as the first point of contact for end-user issues and inquiries related to the IntelliTime workforce management and timekeeping system within the Harris County Sheriff’s Office (HCSO). This role ensures the timely resolution of time entry issues, supports accurate payroll submissions, and promotes system efficiency and compliance across jail operations.

Duties And Responsibilities

• Provide immediate frontline support to employees and supervisors using IntelliTime
• Troubleshoot and resolve issues related to punches, schedules, shift discrepancies, and leave entries
• Accurately process labor time entries, verify payroll readiness, and maintain data integrity
• Provide training and one-on-one guidance on timekeeping procedures and system use
• Track, analyze, and escalate systemic issues to IntelliTime administrators or technical support
• Maintain detailed logs of support issues, resolutions, and trends
• Assist in user acceptance testing (UAT) for system enhancements and updates
• Collaborate with Scheduling, HR, Payroll, and Command Staff to ensure policy compliance
  
  

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. At its discretion, management may assign or reassign duties and responsibilities to this job at any time.

Requirements

• An Associate’s degree in a business-related field
• A minimum of five (5) years of customer support, dispatch coordination, or operations support in a municipal law enforcement environment
• Experience using software platforms such as IntelliTime, M5, ParkingBoxx, WAS, or similar timekeeping or access systems
• Proficient in Microsoft Office and enterprise software platforms
• Strong communication and customer service skills
• Attention to detail in documentation and data accuracy
• Ability to handle sensitive personnel data with discretion
• Ability to work overtime as needed, including weekends, nights, or holidays
  
  

Preferences

• Bachelor’s degree in Business
  
  

General Information

This is a full-time position

Salary

• Paid biweekly based on 26 pay periods per year, plus benefits
  
  

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

This role is sedentary, however, the ability to lift and carry up to 10 pounds is necessary to lift files and/or boxes of files, documents, etc.

Position Type and Typical Hours of Work

• This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 4:00 p.m. Hours may vary based on the business needs of the department.
  
  

To Apply:

• Complete the online job application, including employment history and education
• Applicant's submission of a Job Application does not guarantee an interview
  
  

Equal Opportunity Statement

Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.

Due to a high volume of applications, positions may close before the advertised closing date if sufficient applications have been received

Benefits

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as a defined benefit retirement plan.

The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical
• Dental
• Vision
• Wellness
• Life Insurance
• Long-term disability
• Employee Assistance Program
• 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
• 10 county holidays plus one (1) floating holiday
• Paid Parental Leave
• Professional development opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan
  
  

The following benefits are also available to regular (full-time) employment and may be available to part-time employees:

• Retirement pension (TCDRS)
• Flexible schedules (varies by department)
• Transportation Assistance (Metro RideSponsor Program)
  

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.

For Plan Details, Visit The Harris County Benefits Website

https://hrrm.harriscountytx.gov/Pages/Medical.aspx

01

Employees of the Harris County Sheriff's Office (HCSO) are exposed to confidential and law enforcement sensitive information. A thorough background investigation is required to properly evaluate the suitability of applicants for employment. For this reason, it is essential that you provide accurate information in all aspects of the process. The process will end for applicants who fail to provide truthful information. The following questions address information required to start the pre-qualifying requirements of the recruitment process. All information obtained herein will be used for purposes of initiating a background investigation only. Additional questionnaires will be required at later stages of the application process. We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, sex, age, national origin or disability.

• I have read the above statement and understand that by submitting this application I agree to be subject to a background investigation including but not limited to education, employment, driving record, criminal history, financial responsibility, or any such areas of investigation deemed reasonable and justifiable for purpose of employment with the HCSO.
  
  

02

An Applicant must be willing to accept any assignment or shift within the Sheriff's Office, to include working on weekends and holidays, as well as additional shifts as needed. Are you willing to work any shift or hours assigned to you?

• Yes
• No
  
  

03

What is the highest level of education you have completed as it pertains to this position? Please select from below. REQUIRED: (A copy of an official certificate, diploma, and/or transcript must be attached to the application)

• Associate's Degree in a business-related field
• Bachelor's degree in a business-related field
• Master's degree or higher in a business-related field
• None of the above
  
  

04

Which of the following best describes your years of paid work experience: in customer support, dispatch coordination, or operations support in a municipal law enforcement environment? Experience must be documented in the "Employment History" section of your application. Please do not state, "See Resume."

• Five (5) years, but less than six (6) years
• Six (6) years, but less than seven (7) years
• Seven (7) years, but less than eight (8) years
• Eight (8) years or more
• None of the above
  
  

05

Please describe your experience with customer support, dispatch coordination, or operations support in a municipal law enforcement environment.

06

Do any of the following pertain to you as it relates to this position? Check all that apply.

• Experience using software platforms such as IntelliTime, M5, ParkingBoxx, WAS, or similar timekeeping or access systems
• Proficient in Microsoft Office and enterprise software platforms
• Strong communication and customer service skills
• Ability to work overtime as needed, including weekends, nights, or holidays
• None of the above
  
  

07

Which of the following preferences apply to you about this position? Click all that apply.

• Bachelor’s degree in Business
• Not Applicable
  
  

08

Please provide your full name (Last Name, First Name, Middle Name (no initials)

09

Please provide your date of birth. (MM/DD/YYYY)

10

Please select your age range below. (As of today)

• 21 years or older
• 18 to 20 years old
• 17 or younger
  
  

11

REQUIRED: Please Provide your Social Security Number (SSN)

12

Which of the following citizenship status apply to you?

• United States Citizen (Born or Naturalized)
• Permanent Resident (Legally authorized to live and work in the United States)
• None of the above
  
  

13

Please provide your place of birth (city, county, state, and country)

14

Do you have a valid driver's license? NOTE: A Texas issued driver's license is required prior to start date.

• Valid driver's license
• State issued ID card
• None of the above
  
  

15

REQUIRED: Please provide your current driver's license or state-issued ID number, state, and expiration date. If you do not have a driver's license please enter N/A.

16

Have you ever been employed with a law enforcement agency or correctional facility in any position?

• Currently Employed
• Previously Employed
• Never been employed at a law enforcement agency or correctional facility
  
  

17

If yes, please list of ALL Law Enforcement and/or Correctional facilities where you have worked (provide the name of the facility, address and years employed). Type "N/A" if not applicable

18

If you have worked at a law enforcement agency or correctional facility, have you ever been terminated, resigned in lieu of termination, or resigned while under investigation?

• Yes
• No
• Not Applicable
  
  

19

If yes, please explain (provide details): Type "N/A" if not applicable

20

Have you ever....? Please select all that apply.

• Been Convicted of a felony
• Been accused/charged with a felony that was dismissed, received deferred adjudication and/or probation
• Been convicted of a Class A misdemeanor, or the equivalent
• Been convicted of a Class B misdemeanor, or the equivalent within the last 10 years
• Been convicted of a Class B misdemeanor, or the equivalent over 10 years ago from today's date
• Been accused/charged with a Class B misdemeanor or equivalent that was dismissed, received deferred adjudication and/or probation
• Been dishonorably discharged from the United States armed forces
• None of the above
  
  

21

Please explain your answer below. Include the type of offense, date charged and date of discharge. Type "N/A" if not applicable

22

The Harris County Sheriff's Office has a strict policy on drug usage. If selected you will be required to take a pre-employment drug screening. All HCSO employees are also subject to random drug testing during the course of their employment. Please answer the following drug use related questions truthfully, the admittance of past drug use will not necessarily prevent you from future employment with the HCSO.

• I acknowledge the HCSO has a strict drug use policy and that I will be subjected to a drug screening at some point in the recruitment process.
  
  

23

Have you ever sold/distributed illegal substances? (e.g. marijuana, prescription drugs, crack, meth, etc.)

• Yes
• Never
  
  

24

If you answered yes, please explain what kind of illegal substance you sold/distributed and the date you last did. If you answered "never", please type N/A.

25

Have you ever used any form of marijuana?

• Yes
• No
  
  

26

If yes, please explain and provide the date (day, month and year) of the last time you used marijuana. Type "N/A" if not applicable.

27

How many times have you used a prescription drug not prescribed to you?

• Once
• 2 or 3 times
• 4 or 5 times
• 6 or 7 times
• 8 or 9 times
• 10 or more times
• Weekly
• Monthly
• Never
  
  

28

When was the last possible date that you used a prescription drug not prescribed to you? Provide a specific date or at least month and year Type "N/A" if not applicable

29

Have you ever used any of the following drugs? (Select all that apply)

• Speed (Crystal meth, meth, crank, etc.)
• Cocaine
• LSD
• X.T.C. (Ecstasy)
• Heroine
• Steroids
• Opium
• Other illegal substances
• None of the above
  
  

30

If yes, please list the substance used and last possible date (day, month, year) you used any form of illegal drugs. Type "N/A" if not applicable

31

Have you ever been an officer, a member or made a contribution to an organization that advocates or practices the commission of acts of force or violence to discourage others from exercising their rights under the United States Constitution or rights granted by law?

• Yes
• No
  
  

32

If yes, please explain your involvement and provide the name of the organization, location, your position and how long you have been/were a member of the organization. Type "N/A" if not applicable

33

Submitting a complete application is the key to successful recruitment. Please read the following requirements carefully and ensure you have provided/documented all required information. 1) Complete employment history is required to be eligible for consideration. Your application's "Employment History" section must include all work history for the past 7 years or all available work history if you have been working for less than 7 years. Begin with your current (or most recent) job. Include full-time, part-time, temporary, seasonal, military assignments and unpaid internships. Periods of unemployment between jobs should also be listed. Type "Unemployed" in the employer's box and list the dates you were unemployed. 2) Complete education history is required. The "Education History" section must list all High Schools attended, as well as all Colleges or Universities if applicable. List name of the school, location (city and state), and dates attended. SUBMITTING AN INCOMPLETE APPLICATION WILL CAUSE DELAYS IN PROCESSING YOUR APPLICATION OR EVEN DISQUALIFICATION.

• I have reviewed my application and verified I have completed all required "Employment History" on this application.
• I have reviewed my application and verified I have completed all required "Education History" on this application.
• Required Question

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Internship

Job function

• Job function

  Other

• Industries

  Law Enforcement

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