PERMIT TECHNICIAN AIDE (Project Delivery & Operations/Customer Assistance)

Job Description

POSITION OVERVIEW

Accepting Applications from: All Persons Interested
Service Line/Section: Houston Permitting Center/Project Delivery & Operations-Customer Assistance
Reporting Location : 1002 Washington Avenue
Workdays & Hours : Monday - Friday, 8:00 am - 5:00 pm
*Subject to change*

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
Do you like solving problems and helping others?

The Houston Permitting Center (HPC) is looking for tech savvy, friendly, and well-organized Permit Tech Aide to join our Information Desk team supporting our online and in-person customers. This individual is an important member of the team that guides customers through the permitting process.

A day in the life of a Permit Tech Aide is fast-paced and highly variable based on customer volume and needs.
Daily responsibilities may include, but are not limited to:

• Triaging customer issues and queuing customers to the correct service.
  
• Answering phone calls, live chats, email, or service tickets.
  
• Distributing forms, applications, and other documents to customers to complete the permitting process.
  
• Researching and resolving common customer problems and inquiries, including basic technical support
  for iPermits and ProjectDox.
  
• Supporting the creation and maintenance of knowledge base articles.
  
• Completing data entry to maintain customer contact records.
  
• Performs other duties as assigned.
  

Your effectiveness in this position will depend on your ability to:

• Work as a team.
  
• Communicate clearly and effectively - be confident in giving customers directions (verbally and
  written), ask clarifying questions to ensure you understand the customer’s problem.
  
• Stay calm under pressure.
  
• Be well organized and capable of handling multiple tasks.
  
• Be proactive and solution-focused - think ahead for potential obstacles as your guide a customer to a
  resolution.
  
• Build strong professional relationships at all levels of the organization.
  
• Embody the department’s Five to Thrive values.
  

We’re committed to your success, but we expect our team members to be equally invested. We’re looking for someone who’s not afraid of a challenge and eager to grow with us.

Who are we?

When you join the Houston Permitting Center, you’ll be part of a dedicated team that provide services for safe community development through the permitting, plan review, and inspection of public and private construction. Our team members issue over 400,000 permits, review 77,000 projects, and conduct 800,000 inspections every year.

The Houston Permitting Center is committed to our department’s Five to Thrive values as principles that guide our work with customers and team members - Respect, Ownership, Communication, Integrity, and Teamwork.

We intend to “roc” it every day!

WORKING CONDITIONS

The position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditioning. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.

This is a Houston Public Works Emergency Management position at the Tier III Level.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS Six months of customer service or general clerical/administrative experience are required.

LICENSE REQUIREMENTS
None

PREFERENCES

The ideal candidate should have some of the following skills or experience:

• Strong communication skills, including written and verbal skills
• Proficient in using technology
• Experience using ILMS/iPermits, ProjectDox, Infor, or similar electronic permitting and plan review systems
• Experience using live chat software, such as Oracle Service Cloud or Microsoft Dynamics
• Experience using call/contact center software, such as Cisco Finesse

You don’t have to check every preference box to be a great candidate. So long as you bring your passion for people and problem solving, we’ll invest in you to take care of the rest. If you think you’ve got what it takes, we encourage you to apply.

**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED: None
However, the department may administer a skills assessment evaluation.

SAFETY IMPACT POSITION: No
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

Pay Grade 13

APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting:
http://agency.governmentjobs.com/houston/default.cfm or call 832-393-6015.

If you need special services or accommodations, call 832-393-6015 . (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 13 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 9/16/2026 11:59 PM Central