Help Desk Agent-ITSS

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