Help Desk Level 1 Representative

The Financial Information Services Agency-Office of Payroll Administration (FISA-OPA) is recruiting a Clerical Associate Level 2 Help Desk Representative for the Citywide User Support Division. Under general direction, the Help Desk Level 1 Representative will serve as the “front-line” of the FISA and Office of Payroll Administration (OPA) Help Desk operations, providing caller assistance and problem management services to City agencies regarding citywide systems under both FISA and OPA management. These systems include CityTime, the Financial Management System (FMS), the Payee Information Portal (PIP), the Payroll Management System (PMS), City Human Resource Management System (CHRMS), Remedy and others.

The Help Desk Level 1 Representative will:

• Respond to telephone and email inquiries and determine the information required with professionalism and tact;
• Answer routine and frequently asked questions regarding user and system issues;
• Escalate moderate and complex user and system issues when required;
• Apprise users of the status and progress of pending requests;
• Provide efficient and effective problem resolution for callers;
• Initiate system password resets for authorized users;
• Record and track information from initial call to resolution using the Remedy IT Service Management System;
• Assist in collecting data to be used in researching user issues that may indicate larger system problems;
• Prepare statistical reports for management review;
• Provide system documentation and forms as required;
• Run simple system procedures and;
• Perform special projects, as assigned.

Basic knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS or Remedy)

• Excellent work ethic and attention to detail
• Excellent verbal and written communication skills
• Excellent telephone skills with a professional demeanor
• Ability to work independently or as part of a team
• Ability to work well and efficiently in a fast-paced environment
• Ability to maintain confidentiality, Qualification Requirements A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization and one year of satisfactory clerical experience. Skills Requirement Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.