Help Desk Analyst
Help Desk Analyst
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1 Vacancy
Job Description
Position Summary
The OnePhilly Helpdesk Analyst 1 is responsible for assisting City employees with accessing and appropriately using the OnePhilly workforce management system. The occupant of this position will need to have a strong sense of customer service appropriate analytical skills to accurately diagnose the employees need and appropriate communication skills to walk an employee through the resolution of their issue.
Essential Functions
- Respond to customer queries in a timely and accurate way via phone email or chat
- Identify customer needs and help customers use specific features of OnePhilly
- Help employees with password reset and new responsibility assignment functions
- Analyze customer situation and report defects back to OnePhilly Technical/functional teams
- Help OnePhilly Technical and Functional teams debug and test the issues reported
- Update internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Assist in training junior Help Desk Analysts
Competencies Knowledge Skills and Abilities
- Excellent communication and problemsolving skills
- Ability to be patient while working with customers
- Ability to work effectively across organizational boundaries
Knowledge Of:
- Knowledge and understanding of the Citys HR and Timekeeping functions at a department or central agency level
- Knowledge of MS Project Excel Word PowerPoint
Qualifications :
- High School Diploma or equivalent education
- At least one year experience working for City of Philadelphia
- Minimum of 2 years Help Desk experience
Additional Information :
TO APPLY: Interested candidates must submit a cover letter resume and references.
Salary Range: $52000 $60000
Discover the Perks of Being a City of Philadelphia Employee:
- Transportation: City employees get unlimited FREE public transportation all year long through SEPTAs Key Advantage program. Employees can ride on SEPTA buses subways trolleys and regional rail for their daily commute and more.
- Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
- We offer Comprehensive health coverage for employees and their eligible dependents.
- Our wellness program offers eligibility into the discounted medical plan
- Employees receive paid vacation sick leave and holidays
- Generous retirement savings options are available
- Pay off your student loans faster As a qualifying employer City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
- Unlock Tuition Discounts and Scholarships The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10 to 40 on your educational expenses extending not only to City employees but in some cases spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial wellbeing and personal growth!
*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22 2023 vaccinations are no longer required for new employees that work in nonmedical nonemergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that are patientfacing medical care (ex: Nurses doctors emergency medical personnel) must be fully vaccinated.
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race ethnicity color sex sexual orientation gender identity religion national origin ancestry age disability marital status familial status genetic information or domestic or sexual violence victim status. If you believe you were discriminated against call the Philadelphia Commission on Human Relations ator send an email to
For more information go to: Human Relations Website: Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
