Help Desk Analyst

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions.
• Growth - Philadelphia is growing, why not grow with it?
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Office of Director of Finance was created by the Philadelphia Home Rule Charter, adopted by the electors of the City on April 17, 1951, to give the Mayor and the City government a principal officer responsible for the financial, accounting, and budgeting functions of the executive branch. The Director of Finance is thus the chief financial officer of the City and all powers and duties concerning finances, accounting, and budgeting in the executive branch are directly or indirectly the Director's. The Director of Finance is also the Chairman of the Board of Pensions and Retirements and an ex-officio member of the board of various quasi-governmental agencies, including the Pennsylvania Intergovernmental Cooperation Authority. The City of Philadelphia operates on a fiscal year between July 1st and June 30th.

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

• High School Diploma or equivalent education
• At least one year experience working for City of Philadelphia
• Minimum of 2 years Help Desk experience

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