Help Desk Agent-ITSS

Automatic Data Processing, Inc.; Philadelphia (Philadelphia County); On-site; USD 20,000 - 29,000; Full time

Job summary

Automatic Data Processing, Inc. is seeking a Help Desk Agent-ITSS to provide Level 1 service desk support for PA Child Support Enforcement System (PASCES) and related IT services in Philadelphia, PA.

The role centers on assisting users with application issues and coordinating with IT staff to resolve problems. The position requires strong customer service skills and the ability to convey technical information in clear terms.

Qualifications

• Prior help desk or related education and/or experience.
• Strong customer service skills.
• Clear verbal and written communication.
• Ability to translate technical terms for non-technical users.

Responsibilities

• Answer incoming inquiries via telephone, email and/or web concerning PACSES and HCSIS issues.
• Interface with end users, peers, technicians and IT staff for resolution or escalation.
• Assist with all aspects of technical support.
• Contribute to small-to-moderate projects as needed.
• Maintain records and call logs for management reporting.
• Instruct end users in proper equipment, software, and reference materials.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Agent-ITSS

US: ITSS Full Time Direct Labor Philadelphia, PA, US 1 Attachments

2 days ago Requisition ID: 1888

Salary Range: $17.88 To $17.88 Hourly

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

Attachments (1)

ITSS Help Desk Agent Level I Position Description.DOCX