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 .