PACMS Help Desk Technician — Frontline Support & Telework

Tishman Speyer Properties; Mechanicsburg (Cumberland County); Hybrid; USD 48,000 - 78,000; Full time

Benefits offered by this job

Excellent benefits

Telework days after training

Healthcare FSA

Paid parental leave

Retirement plans

Generous PTO

Job summary

AOPC/IT is seeking a Help Desk Operator to deliver front-line technical and functional support for the Pennsylvania Appellate Court Case Management System (PACMS). You will document and resolve end-user questions through the internal system and escalate where needed.

Hours are 8:30 am–4:30 pm, Monday to Friday, with a one-hour lunch. The role includes telework two days per week after training and a comprehensive benefits package.

Qualifications

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

Responsibilities

• Serve as the primary contact for Appellate Court staff by answering, logging, and responding to PACMS support requests via phone and email.
• Provide guidance and support to the legal community and Pro Se litigants on using the PACFiling system.
• Conduct system analysis and troubleshooting to resolve complex user-reported issues.
• Accurately track all inquiries and resolutions using the internal TICKETS system.
• Monitor functional changes within the PACMS application to ensure up-to-date guidance for end users.
• Perform system testing on new application features.
• Review and update user documentation and training materials.
• Collaborate with supervisors, trainers, and analysts to recommend improvements based on user feedback.
• Evaluate call data to suggest workflow optimizations and problem resolution.

Skills

Front-line support

Ticketing system

Communication skills

Troubleshooting

Microsoft Office

Tools

PACMS

PACFiling

TICKETS system

Job description

AOPC/IT is seeking a Help Desk Operator to deliver front-line technical and functional support for the Pennsylvania Appellate Court Case Management System (PACMS). You will document and resolve end-user questions through the internal system and escalate where needed.

Hours are 8:30 am–4:30 pm, Monday to Friday, with a one-hour lunch. The role includes telework two days per week after training and a comprehensive benefits package.