Help Desk Operator (CPCMS)

AOPC/IT is hiring a Help Desk Operator who will serve as the first point of contact for court staff, judicial officers and external system users of the Common Pleas Case Management System and the Unified Judicial System Web Portal. In this role, you will use the internal Tickets system to document, research, and resolve end-user questions received by phone and email. The ideal candidate combines customer service skills with sharp troubleshooting skills to effectively support court personnel and legal stakeholders. Work hours are Monday to Friday, 8:30 am to 4:30 pm, with a one-hour lunch break.

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.