Night Shift IT Support & Operations Analyst

Civicworks; Tallahassee (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

The Florida Department of Law Enforcement invites applications for an Operations Analyst I to support its Customer Support Center on the midnight shift. This role serves as the primary contact for criminal justice agencies, handling high-volume inquiries and coordinating rapid resolutions.

You will provide first-level technical support for hardware, software, and network connectivity, and you will document all service calls and resolutions in the IT Service Management system.

Qualifications

• Experience with IT helpdesk operations and ticketing systems.
• Proficient in analyzing and resolving hardware, software, and network issues.
• Ability to explain technical information to non-technical users.
• Capable of prioritizing a high volume of tickets in a fast-paced environment.
• Remain composed under pressure and make sound decisions in critical operations.

Responsibilities

• Serve as primary point of contact for agencies via the centralized helpdesk.
• Provide first-level technical support for hardware, software, and network issues.
• Document all service calls and resolutions in the IT Service Management system.

Skills

IT Helpdesk

Ticketing Systems

Incident Tracking

Technical Troubleshooting

Communication Skills

High-Volume Tickets

Pressure Management

Job description

The Florida Department of Law Enforcement invites applications for an Operations Analyst I to support its Customer Support Center on the midnight shift. This role serves as the primary contact for criminal justice agencies, handling high-volume inquiries and coordinating rapid resolutions.

You will provide first-level technical support for hardware, software, and network connectivity, and you will document all service calls and resolutions in the IT Service Management system.