Help Desk Operator (PACMS)

The Help Desk Operator is the point of contact for system questions and issues for users of the Pennsylvania Appellate Court Case Management System (PACMS), the Guardian Tracking System (GTS), and the Unified Judicial System Web Portal.

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 issues called into the Help Desk from users of the PACMS application, GTS and the Web Portal including Appellate Court Staff (Prothonotaries, Filing Offices, Judicial Chambers staff), the legal community and Pro Se litigants regarding the utilization of Electronic Filing (PACFiling), as well as users of the Guardian Tracking System and the UJS Portal.
• 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.