Help Desk Level 1 Representative

Responsibilities

• Respond to telephone and email inquiries regarding citywide systems
• 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
• Initiate system password resets for authorized users
• Record and track information from initial call to resolution using Remedy IT Service Management System
• Assist in collecting data to research user issues
• Prepare statistical reports for management review
• Provide system documentation and forms as required

Requirements

• High school diploma or equivalent
• One year of satisfactory clerical experience
• Ability to type at a minimum of 20 words per minute
• Excellent verbal and written communication skills
• Professional telephone demeanor

Preferred Qualifications

• Basic knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS, or Remedy)
• Ability to work independently or as part of a team
• Ability to maintain confidentiality

About the Company

The Financial Information Services Agency-Office of Payroll Administration (FISA-OPA) provides essential payroll and financial management services to the City of New York.