The Financial Information Services Agency and the Office of Payroll Administration (FISA-OPA) is recruiting a Help Desk Level 1 Representative for the Citywide User Support Division. Under general direction, the Help Desk Level 1 Representative will serve as the “front-line” of the FISA-OPA Help Desk operations, providing caller assistance and problem management services to City agencies regarding citywide systems under both FISA and OPA management. 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 and others.

The Help Desk Level 1 Representative will:

- Respond to telephone 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 and;
- Perform special projects, as assigned.

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.

- Basic knowledge of City systems (FMS, PMS, CityTime, PIP, CHRMS or Remedy) - Excellent work ethic and attention to detail - Excellent verbal and written communication skills - Excellent telephone skills with a professional demeanor - Ability to work independently or as part of a team - Ability to work well and efficiently in a fast-paced environment - Ability to maintain confidentiality

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.