AOPC - Help Desk Operator (22-18)

Description

This position serves as the point of contact for system questions and problems for users of the Magisterial District Judge System (MDJS), i.e., Magisterial District Judges and their office staff. Responsibilities include responding to and resolving questions from users, performing second level problem resolution and system functionality testing, and working directly with court staff or judges on advanced problem resolution for ePay charge backs and participant merge problems.

Primary Duties

• Answers, logs, and responds to issues called into the MDJS help desk from users of the MDJS application.
• Provides support for secondary applications including Microsoft products, email, and MDJS portal links.
• Tracks calls and issue resolutions in the TICKETS application tracking database.
• Writes clearly and provides details in TICKETS by fully explaining and documenting user comments.
• Monitors and tracks changes to application functionality in order to properly respond to user issues.
• Conducts system analysis (second-level support) to resolve user issues. Performs application, and form and report testing of new functionality.
• Communicates with supervisors, trainers, and analysts to make recommendations for application changes.
• Reviews and makes recommendations for user documentation (i.e., training materials, help text, balloon tips, and user reference manual.)
• Performs analysis of call data to suggest recommendations for improved workflow and problem resolution.
• Communicate with all district court offices impacted by complex participant unmerge issues and ecommerce issues involving chargebacks.

Minimum Qualifications

• High school diploma or equivalent; AND
• Five years of general office support experience.
• An equivalent combination of education, experience, and / or training may be considered.

Additional Requirements/Preferences

• Satisfactory criminal background check required.

Additional Information

Unified Judicial System Hiring Policy

The Unified Judicial System of Pennsylvania recruits, employs, and promotes the most qualified applicants without regard to their political affiliation, race, color, age, national origin, sex, sexual orientation, gender identity or expression, religion, disability, or other non-merit facts or considerations. Reasonable accommodations will be provided to applicants with disabilities as may be necessary to ensure that all applicants are given a fair and equal opportunity to compete for all employment positions. Applicants who need accommodation for an interview should request so in advance. UJS hiring and employment policies and procedures are intended to conform to all applicable state and federal laws governing fair and non-discriminatory hiring and employment practices and are subject to change as necessary to remain in compliance with such laws.

Applicants requiring accommodation, for any part of the application and/or interview process, should contact Human Resources at (717) 231-3309 or human.resources@pacourts.us.