Help Desk Level 1 Representative
Core
Front-line support for city agencies regarding citywide systems including CityTime, FMS, PMS, PIP, CHRMS, and Remedy.
Role type
Help Desk Level 1 Representative
Builds
Caller assistance and problem management services for city agencies
Domain
Public sector IT support
Deliverable
client delivery
Required skills
telephone support, email inquiry handling, routine issue resolution, password reset, IT service management system usage, data collection for system analysis, statistical reporting, system documentation, simple system procedures
Preferred skills
knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS, Remedy), fast-paced environment adaptability, confidentiality maintenance
Responsibilities
Respond to telephone and email inquiries, answer routine user and system questions, escalate moderate and complex issues, track request status, initiate password resets, record and track call data in Remedy, collect data for system problem research, prepare statistical reports, provide system documentation, run simple system procedures
Seniority
Entry-level, hands-on IC
