What are the responsibilities and job description for the Help Desk Level 1 Representative position at OFF OF PAYROLL ADMINISTRATION?
- OFF OF PAYROLL ADMINISTRATION
- Full-Time
- Exam May Be Required
Job Description
The Help Desk Level 1 Representative will:
- Respond to telephone and email inquiries and determine the information required with professionalism and tact;
- Answer routine and frequently asked questions regarding user and system issues;
- Escalate moderate and complex user and system issues when required;
- Apprise users of the status and progress of pending requests;
- Provide efficient and effective problem resolution for callers;
- Initiate system password resets for authorized users;
- Record and track information from initial call to resolution using the Remedy IT Service Management System;
- Assist in collecting data to be used in researching user issues that may indicate larger system problems;
- Prepare statistical reports for management review;
- Provide system documentation and forms as required;
- Run simple system procedures and;
- Perform special projects, as assigned.
Preferred Skills:
- Basic knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS or Remedy)
- Excellent work ethic and attention to detail
- Excellent verbal and written communication skills
- Excellent telephone skills with a professional demeanor
- Ability to work independently or as part of a team
- Ability to work well and efficiently in a fast-paced environment
- Ability to maintain confidentiality
Additional Information:
#O-161
To Apply:
Applicants may visit the Jobs NYC website: www.nyc.gov/jobs and apply to Job ID: 701367. While all complete applications will be given consideration, only candidates selected for an interview will be contacted.
Hours/Shift:
35 Hours/Day Shift
Work Location:
5 Manhattan West, New York, NY
Minimum Qualifications
Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
- Experience Level:Experienced (Non-Manager)
- Category:Technology, Data & Innovation
Salary : $36,917 - $55,082
