City of New York

Job Description

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.

Qualifications

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.

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.