Help Desk Agent-ITSS
Posted
Summary
Level 1 service desk agent in Philadelphia supporting users of Pennsylvania's PACSES and HCSIS government systems. Day to day: answering phone/email/web inquiries, troubleshooting application issues, logging calls for reporting, escalating to technical staff, and coaching end users.
GENERAL FUNCTION: Position involves Level 1 Service Desk Support of all users of the PA Child Support Enforcement System (PASCES) and Home and Community Services Information System (HCSIS)
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answer incoming customer inquiries via telephone, email and/or web concerning PACSES and HCSIS application issues.
- Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of application related problems.
- Assist with all aspects of technical support.
- Play an occasional contributing role on projects of low to moderate degrees of complexity.
- Maintain accurate records and call logs for management reporting.
- As needed, instruct end users in the appropriate use of equipment, software, and/or reference materials.
- Assume additional responsibilities as assigned.
SUPERVISORY RESPONSIBILITIES: none
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Must have prior experience in providing help desk desk services or related education and/or experience
- Must have strong customer service skills
- Must be able to able to communicate effectively, and can understand and is easily understood in both verbal and written communication
- Must be able to translate technical terms into non-technical terms / explanations easily understood by most office workers
- Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.
- Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.
WORKING CONDITIONS:
- Normal office environment with little exposure to dust, noise, temperature, and the like
- Extended viewing of computer screens
- Position requires the ability to work various hours Monday through Sunday
EEO/disability/vets