What are the responsibilities and job description for the Help Desk Operator (CPCMS) position at Administrative Office of PA Courts?
The Help Desk Operator is the point of contact for system questions and issues from users of the Common Pleas Criminal Court Case Management System (CPCMS) and the Unified Judicial System (UJS) Web Portal. In this role, they use the internal TICKETS system to document, research, respond to, and route user concerns appropriately and within the required time frame.
Job Highlights
- Excellent benefits program, including comprehensive, low-cost medical, dental, vision, and prescription plans for employees and eligible family members beginning on the first day of employment
- 13 paid holidays, 12 paid sick days, and 12 paid vacation days per year.
- Salary increases, student loan forgiveness plans, employee assistance programs, and State retirement plans.
Job Duties
- Answers, logs, and responds to inquiries and issues reported by users of the CP application, Web Portal, and the Guardian Tracking System. These users include Clerks of Court, Court Administration, Judicial chambers staff, related county criminal justice agencies, and the public.
- Tracks calls and issue resolutions into TICKETS, an application tracking database.
- Monitors and tracks changes to application functionality to appropriately respond to user issues.
- Conducts system analysis (second-level support) to resolve user issues. Performs application, form, and report testing of new functionality.
- Communicates with manager, supervisor, trainers, and analysts to make recommendations for application changes.
- Reviews and recommends end-user documentation, training materials, help text, balloon tips, and the user reference manual.
- Performs analysis of call data to suggest recommendations for better workflow and problem resolution.
- Answers, logs, and responds to Guardianship Tracking System questions from court staff and lay guardians.
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.
Additional Requirements
- Proficiency with Microsoft Office applications (Word, Excel, and Outlook).
- Satisfactory criminal background check required.
Salary information
Starting Annual Salary
$47,069 –$56,657
Applicants requiring accommodation, for any part of the application and/or interview process, should contact Human Resources at (717) 231-3309 or human.resources@pacourts.us.
Salary : $47,069 - $56,657
