OFF OF PAYROLL ADMINISTRATION is seeking a Front‑Line Help Desk Level 1 Representative for an on‑site role in Manhattan. This position provides caller support and initial problem resolution for citywide systems, escalating more complex issues and keeping users informed about progress. The compensation ranges from USD 38,173 to 56,872 per year and requires a high school diploma or equivalent plus at least one year of satisfactory clerical experience.
Responsibilities
- Respond to telephone and email inquiries with professionalism, determining the information needed to proceed.
- Provide answers to routine questions about user and system issues.
- Escalate moderate and complex user and system issues as appropriate.
- Keep users informed about the status and progress of pending requests.
- Deliver efficient and effective problem resolution for callers.
- Initiate system password resets for authorized users.
- Record and track information from the initial call to resolution using the Remedy IT Service Management System.
- Assist in collecting data to support investigation of 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 participate in special projects as assigned.
Technologies
- Remedy IT Service Management System
- CityTime
- Financial Management System (FMS)
- Payee Information Portal (PIP)
- Payroll Management System (PMS)
- City Human Resource Management System (CHRMS)
Requirements
- A four‑year high school diploma or equivalent approved by a State department of education or recognized accrediting organization, plus one year of satisfactory clerical experience.
- Keyboard familiarity with the ability to type at least 100 keystrokes per minute (approximately 20 words per minute).
55A Program
This position is open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered through the 55‑a Program.
Public Service Loan Forgiveness
As a prospective City of New York employee, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, visit studentaid.gov/pslf/.
Residency Requirement
New York City residency is generally required within 90 days of appointment. City Employees in certain titles who have two continuous years of service may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Discuss eligibility with the agency representative at the time of interview.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination and harassment based on protected status or characteristics, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
