Emergency IT Help Desk Analyst - Field Deployments

State of Florida; Tallahassee (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

The Florida Division of Emergency Management (FDEM) seeks a Help Desk Analyst to provide IT help desk support from our office in Tallahassee. You will diagnose hardware, software, and connectivity issues, both remotely and on-site, and work with the Help Desk Manager on complex challenges.

Responsibilities include deploying hardware, maintaining asset records, and supporting the Mobile Command Vehicle during activations.

Qualifications

• Proven aptitude for diagnosing and resolving hardware, software, and network issues.
• Ability to rapidly learn and implement new technical concepts and state-specific software.
• Ability to lift and maneuver IT equipment weighing up to 50 lbs. unassisted.
• Willingness to deploy to emergency sites with limited notice.
• Strong documentation and case-management skills.

Responsibilities

• Serve as first point of contact for technical assistance via ticketing system, email, phone, or personal contact.
• Perform troubleshooting by diagnosing and resolving hardware, software, and connectivity issues through both remote and on-site intervention.
• Coordinate with the Help Desk Manager to troubleshoot complex or unfamiliar technical challenges.
• Maintain accurate records of all reported issues and their corresponding resolutions within the case management system.
• Deployment: Install, configure, and maintain computer hardware, operating systems, software applications, and peripherals.
• Inventory Control: Support division-side IT inventory requirements, ensuring all assets are tracked and accounted for.
• Asset Lifecycle: Manage the issuance and recovery of IT equipment, including the completion of all required compliance documentation.
• Deploy with the Mobile Command Vehicle (MCV) during activations to provide technical support for field staff, this includes routine maintenance to ensure MCV IT systems remain updated, functional, and mission ready.
• Travel to remote sites and provide IT support as part of the State Emergency Response Team.
• Maintain 24/7 availability via state-issued mobile device to respond to emergency activations or critical IT matters.
• Monitor a state-issued cell phone at all times.
• Respond to emergency activations and any other IT related matter which may arise during non-scheduled work hours.
• Work overtime, night shift, and weekends as required by operational demands or emergency status.
• Perform other tasks as assigned.

Skills

Hardware troubleshooting

Software troubleshooting

Network connectivity

Customer service under pressure

Ability to lift 50 lbs

Remote and on-site support

Documentation and records

Ability to work irregular hours

Education

Cisco or security technologies certification

Valid driver's license

Job description

The Florida Division of Emergency Management (FDEM) seeks a Help Desk Analyst to provide IT help desk support from our office in Tallahassee. You will diagnose hardware, software, and connectivity issues, both remotely and on-site, and work with the Help Desk Manager on complex challenges.

Responsibilities include deploying hardware, maintaining asset records, and supporting the Mobile Command Vehicle during activations.