Help Desk Level 1 Representative
Help Desk Level 1 Representative
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Salary Not Disclosed
1 Vacancy
Job Description
The Financial Information Services AgencyOffice of Payroll Administration (FISAOPA) 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 frontline of the FISAOPA 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.
Preferred Skills:
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 fastpaced environment
Ability to maintain confidentiality
Additional Information:
#O161
To Apply:
Applicants may visit the Jobs NYC website: and apply to Job ID: 683655. While all complete applications will be given consideration only candidates selected for an interview will be contacted.
Hours/Shift:
35 Hours/Day Shift
Work Location:
5 Manhattan West New York NY
Qualifications :
Qualification Requirements
A fouryear high school diploma or its educational equivalent approved by a States 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.
Additional Information :
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
