Help Desk Operator (PACMS)

AOPC/IT is hiring a Help Desk Operator who will provide front-line technical and functional support for the Pennsylvania Appellate Court Case Management System (PACMS). Through the internal ticketing system, you will document, troubleshoot, and resolve end-user questions and calls, or escalate them to appropriate teams when necessary. The ideal candidate brings strong communication skills and a dedication to fast, accurate problem resolution.

Key Responsibilities

• Respond & Prioritize: Serve as the primary contact for Appellate Court staff (Prothonotaries, Filing Offices, and Judicial Chambers) by answering, logging, and responding to PACMS support requests via phone and email.
• Assist External Users: Provide guidance, instructions, and support to the legal community and Pro Se litigants on using the UJS Portal’s Electronic Filing system (PACFiling).
• Perform Tier-2 Analysis: Conduct system analysis and troubleshooting to resolve complex user-reported issues.
• Log Inquiries: Accurately track all incoming calls, technical issues, and resolutions using the internal TICKETS system.
• Stay Updated: Monitor functional changes within the PACMS application to ensure accurate, up-to-date guidance for end users.
• Test Functionality: Perform system testing on new application features.
• Enhance Help Resources: Review and recommend updates for user documentation, including training manuals, user guides, help text, and balloon tips.
• Collaborate on System Enhancements: Work with supervisors, trainers, and analysts to recommend improvements based on user feedback.
• Analyze Support Trends: Evaluate call data to suggest workflow optimizations and problem resolution.

Minimum Qualifications

• High school diploma or equivalent; PLUS
• Five years of general office support experience.
• An equivalent combination of education, experience, and/or training may be considered.

Requirements

• Proficiency with Microsoft Office applications (Word, Excel, and Outlook).
• Satisfactory background check is required.

Job Highlights

• Excellent benefits program, including comprehensive, low-cost medical, dental, vision, and prescription plans for employees and eligible family members on the first day.
• 13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year.
• Salary increases, employee assistance programs, and retirement plans.
• Two telework days per week available after training.
• Healthcare flexible spending account.
• 6 weeks of paid parental leave for eligible employees.

Salary information

Starting Annual Salary Range: $48,128 - $57,932

Maximum Annual Salary: $77,540

Applicants requiring accommodation, for any part of the application and/or interview process, should contact Human Resources at (717) 231-3309 or [email protected].