IT - Help Desk Operator

Description

AOPC/IT has offices in multiple locations and is comprised of about 185 employees and is funded by court fees rather than tax dollars. Pennsylvania’s current case management systems support 22,000 end users located at 660 locations statewide. These systems include the Magisterial District Judge System (MDJS); Common Pleas Criminal Case Management System (CPCMS); PA Appellate Court Management System (PACMS); and the Guardianship Tracking System (GTS.) These case management systems are not only integral to the judiciary’s work but to the work of many other state agencies and criminal justice partners – especially law enforcement – who depend on these systems in order to perform their daily duties. Additionally, the department manages the web portal which provides access to tens of millions of cases free of charge to the public and has developed e-filing services and electronic document archival solutions, in addition to the popular PAePay application – which allows people to pay fines, fees and restitution online. A long-term strategic goal, as established by the Supreme Court, is to implement statewide case and financial management systems for all levels and divisions of Pennsylvania’s courts. The IT Department’s priority is to facilitate the creation and maintenance of those case management systems.

Primary Duties

• Answers, logs, and responds to issues called into the MDJS help desk from users of the MDJ application, primarily MDJS-related, but including other office projects such as Word, Excel, and e-mail.
• Tracks calls and issue resolutions in the TICKETS application tracking database.
• Writes clearly and provides details in TICKETS by fully explaining and documenting the user comments so that other staff will easily understand the issues.
• Monitors and tracks changes to application functionality in order to properly respond to user issues.
• Set TICKETS priority accurately and complete issue type, function, and category to ensure proper call flow and statistical analysis.
• Recognize and associate TICKETS related to multiple incidents of the same issue and report to supervisor as appropriate.
• Communicates with supervisors, trainers, and analysts to make recommendations for application changes.

Minimum Qualifications

• High school diploma or equivalent; AND
• Five years’ experience providing general office support.
• 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.