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 employee’s 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 problem-solving skills
• Ability to be patient while working with customers
• Ability to work effectively across organizational boundaries

Knowledge Of:

• Knowledge and understanding of the City’s 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: $52,000 - $60,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation : City employees get unlimited FREE public transportation all year long through SEPTA’s 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 well-being 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 non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing 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, source of income, 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 at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx