Help Desk Operator (CPCMS)

Key Responsibilities

• Receive & Respond: Answer, log, and resolve support requests received by phone and email regarding the Common Pleas Case Management System (CPCMS) application and web portal.

• Support Broad User Base: Provide guidance on case information, online payments, and electronic filing to a diverse audience, including Clerks of Courts, Court Administration, Judicial Chambers, criminal justice agencies, legal professionals, and the public.

• Tier-2 Troubleshooting: Perform second-level system analysis to resolve complex user issues.

• Log Inquiries: Accurately document all incoming customer interactions, call details, and resolutions in the TICKETS application tracking database.

• Track System Updates: Stay current on ongoing changes, updates, and functional enhancements to the CPCMS application to ensure accurate user guidance.

• Perform Testing: Test new application features, forms, and reports to verify functionality before release.

• Improve Documentation: Review and recommend updates for end-user documentation, including training materials, reference manuals, help text, and balloon tips.

• Recommend System Enhancements: Collaborate with supervisors, trainers, and system analysts to suggest application improvements based on end-user feedback.

• Analyze Call Trends: Evaluate help desk data to propose workflow optimizations.

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.

Key Benefits & Perks

• Day-One Health Coverage: Comprehensive, low-cost medical, dental, vision, and prescription plans for you and your eligible family members starting on your very first day.

• Generous Time Off: 13 paid holidays, 12 paid sick days, and 12+ paid vacation days per year.

• Family Support: 6 weeks of paid parental leave for eligible parents, plus access to a Healthcare Flexible Spending Account (FSA).

• Work-Life Balance: Hybrid schedule offering 2 telework days per week following initial training.

• Financial & Personal Well-Being: Structured salary increases, robust retirement plans, and free Employee Assistance Program (EAP) resources.

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 human.resources@pacourts.us.