Help Desk Operator (CPCMS)

Tishman Speyer Properties; Mechanicsburg (Cumberland County); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Health coverage (Day-One)

13 paid holidays

12 paid sick days

12+ paid vacation days

Parental leave & Healthcare FSA

Hybrid schedule: 2 telework days per _

Job summary

Pennsylvania Courts is seeking a Help Desk Operator to be the first point of contact for court staff, judicial officers and external system users of the CPCMS application and the Unified Judicial System Web Portal. The role uses the internal Tickets system to log, research, and resolve end-user questions received by phone and email.

You will assist clerks, court administration, judicial chambers, and the public with case information, online payments, and electronic filing, while performing

Qualifications

• High school diploma or equivalent; PLUS five years of general office support experience.
• Satisfactory background check is required.

Responsibilities

• Receive and respond to help desk requests via phone and email regarding CPCMS and the Unified Judicial System Web Portal.
• Log inquiries and resolutions in the TICKETS application tracking database.
• Provide guidance on case information, online payments, and electronic filing to a diverse audience.
• Perform Tier-2 troubleshooting to resolve complex user issues.
• Stay current on CPCMS updates and functional enhancements.
• Test new features, forms, and reports before release.
• Assist in updating end-user documentation and training materials.
• Suggest enhancements based on user feedback and analyze call trends.

Tools

Microsoft Office

Job description

AOPC/IT is hiring a Help Desk Operator who will serve as the first point of contact for court staff, judicial officers and external system users of the Common Pleas Case Management System and the Unified Judicial System Web Portal. In this role, you will use the internal Tickets system to document, research, and resolve end-user questions received by phone and email. The ideal candidate combines customer service skills with sharp troubleshooting skills to effectively support court personnel and legal stakeholders. Work hours are Monday to Friday, 8:30 am to 4:30 pm, with a one-hour lunch break.

Key Responsibilities

• Receive & Respond: Answer, log, and resolve support requests received by phone and email regarding the Common Pleas Case Management System (CPCMS) application and web portal.
• Support Broad User Base: Provide guidance on case information, online payments, and electronic filing to a diverse audience, including Clerks of Courts, Court Administration, Judicial Chambers, criminal justice agencies, legal professionals, and the public.
• Tier-2 Troubleshooting: Perform second-level system analysis to resolve complex user issues.
• Log Inquiries: Accurately document all incoming customer interactions, call details, and resolutions in the TICKETS application tracking database.
• Track System Updates: Stay current on ongoing changes, updates, and functional enhancements to the CPCMS application to ensure accurate user guidance.
• Perform Testing: Test new application features, forms, and reports to verify functionality before release.
• Improve Documentation: Review and recommend updates for end-user documentation, including training materials, reference manuals, help text, and balloon tips.
• Recommend System Enhancements: Collaborate with supervisors, trainers, and system analysts to suggest application improvements based on end-user feedback.
• Analyze Call Trends: Evaluate help desk data to propose workflow optimizations.

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.

Requirements

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

Key Benefits & Perks

• Day-One Health Coverage: Comprehensive, low-cost medical, dental, vision, and prescription plans for you and your eligible family members starting on your very first day.
• Generous Time Off: 13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year.
• Family Support: 6 weeks of paid parental leave for eligible parents, plus access to a Healthcare Flexible Spending Account (FSA).
• Work-Life Balance: Hybrid schedule offering 2 telework days per week following initial training.
• Financial & Personal Well-Being: Structured salary increases, robust retirement plans, and free Employee Assistance Program (EAP) resources.

Salary information

Starting Annual Salary Range: $48,128 - $57,932 Maximum Annual Salary: $77,540

Applicants requiring accommodation, for any part of the application and/or interview process, should contact Human Resources at [phone] or [e-mail].

In the Pennsylvania Courts, people are our priority.

Become part of a dynamic and diverse branch of government focused on promoting access to justice for all. Discover fulfilling opportunities that align with your passion, and be part of a team dedicated to making a positive impact through public service. Explore the possibilities with us at the Pennsylvania Courts - where career meets purpose.