Help Desk Operator

Description

The Help Desk Operator role assists users of the Magisterial District Judge System (MDJS). They use their knowledge, experience, and database searches to answer questions and resolve issues. Additionally, they perform second-level analysis on a specified schedule to further investigate problems. During the analysis phase, the operator may use a front-end administrative tool to fix data issues. The Operator also works directly with court staff or judges to resolve advanced issues related to ePay charge backs and participant merge problems. Furthermore, they support secondary applications used by the court staff, including various Microsoft products, email, and MDJS portal links.

Primary Duties

• Answers, logs, and resolves issues called into the MDJS help desk from users of the MDJ application, primarily MDJS-related, but including other office software such as Word, Excel, and e-mail.
• Tracks calls and records issue resolutions in the TICKETS application tracking database.
• Writes clearly and provides details in TICKETS by fully explaining and documenting the user comments to ensure other staff will easily understand the issues.
• Monitors and tracks changes to application functionality to properly respond to user issues.
• Ensure proper call flow and statistical analysis by accurately setting TICKETS priority, completing issue type, function, and category.
• Recognize and group tickets for same issue incidents and report to supervisor.
• Communicates with supervisors, trainers, and analysts to provide recommendations for changes in the application.
• Attends weekly meetings to participate and share call experiences with the MDJS team.
• Reviews and recommends end-user documentation such as training materials, help text, balloon tips, and the user reference manual.
• Performs call data analysis and provides suggestions for improving workflow and resolving problems.
• Communicate with all district court offices impacted by complex participant unmerge and e-commerce issues involving charge-backs.

Minimum Qualifications

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

Additional Requirements/Preferences

• Proficiency with Microsoft Office applications (Word, Excel, and Outlook).
• Satisfactory criminal background check required.

Additional Information

• Telework may be available up to two days per week.
• Excellent benefits program including comprehensive, low-cost medical, dental, vision, and prescription plans for employees and eligible family members beginning on the first day of employment; 13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year; salary increases; student loan forgiveness plan; employee assistance programs; and retirement plans.
• Free parking.

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.