Help Desk Level 1 Representative

The NYC Financial Information Services Agency-Office of Payroll Administration (FISA-OPA) is recruiting two Community Associates for Level 1 Help Desk Representatives for the Citywide User Support Division. Under general direction, the Help Desk Level 1 Representatives will serve as the “front-line” of the FISA-OPA agency’s Help Desk operation, providing caller assistance and problem management services to City agencies regarding City systems under both FISA-OPA. These systems include CityTime, the Financial Management System (FMS), the Payee Information Portal (PIP), the Payroll Management System (PMS), City Human Resource Management System (CHRMS) Remedy, Finesse – IVR and others.

The Help Desk Level 1 Representatives will:

• Respond to telephone (Finesse) 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;
• Participate in unit/staff meetings by attending /facilitating agenda / encouraging relevant discussion, in order to keep staff informed of agency/ unit goals and changes in programs/ policies/ procedures and;
• Perform special projects as assigned.

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

#O-143 & O-154

Current NYC employees may apply to Job ID: 589411 via Employee Self Service (ESS): www.nyc.gov/ess. External applicants may visit the NYC Jobs website: www.nyc.gov/jobs and apply to Job ID: 589411. While all complete applications will be given consideration, only candidates selected for an interview will be contacted.

35 Hours/Day Shift

5 Manhattan West

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.