OFFICE AUTOMATION ANALYST - 60062267

State-of-Florida; Tallahassee (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The State of Florida’s Department of Children and Families is seeking a detail-oriented Technical Helpdesk Agent for the DCF Headquarters in Tallahassee. You will provide first-line support, troubleshoot hardware, software, and networking issues, and manage security access and password resets for multiple DCF systems.

Reporting to the Office of Information Technology Services, you will document incidents in the ticketing system, communicate ETA and status to customers, and escalate complex

Qualifications

• Minimum 1-year of work-related experience troubleshooting computer hardware, software and networking systems.
• Knowledge of customer call documentation and tracking system, such as a ticketing system
• Minimum of 1-year work-related experience working in a fast-paced Customer Service Oriented Environment
• Demonstrates the ability to communicate clearly and accurately.
• Minimum of 1-year work-related experience troubleshooting Windows 10 and/or higher in a professional environment

Responsibilities

• Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Performs initial and advanced troubleshooting and resolution of customer issues and requests on authorized DCF Applications, Hardware, and Software.
• Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.
• Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data.
• Provides customers with courtesy and respect while working towards resolution to their issue or request.
• Identifies complex incidents or requests and escalates to Tier 2/Tier 3 personnel as necessary.
• Communicates effectively with the assignee regarding ticket referral and status of customer.
• Keeps the customer informed of progress and status. Update, code, and close tickets as necessary.
• Maintains current knowledge of information technology as it relates to the Department.
• Tracks all tickets assigned to oneself and ensures incident or request is being resolved within the SLA of the Department.

Skills

Help Desk procedures

Troubleshooting

Customer support

Ticketing system

Security access/passwords

Tools

Ticketing system

Windows 10+

Job description

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The State Personnel System is an E-Verify employer. For more information click on ourE-Verify Website .

Requisition No:883407

Agency: Children and Families

Working Title: OFFICE AUTOMATION ANALYST - 60062267

The Office of Information Technology Services is looking for a detail-oriented Technical Helpdesk Agent to join our team. This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services.

EXAMPLES OF WORK:

• Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Performs initial and advanced troubleshooting and, when possible, resolution of customer issues and requests on authorized DCF Applications, Hardware, and Software.
• Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.
• Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data.
• Provide customers with courtesy and respect while working towards resolution to their issue or request.
• Identifies complex incidents or requests and escalates to Team Lead, Supervisor or Tier 2/Tier 3 personnel as necessary.
• Communicates effectively with the assignee regarding ticket referral and status of customer.
• Communicates escalated assignment and ETA if available to the customer.
• Maintains current knowledge of information technology as it relates to the Department.
• Tracks all tickets assigned to oneself and ensures incident or request is being resolved within the SLA of the Department. Keeps the customer informed of progress and status. Update, code, and close tickets as necessary.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team. Assists other Help Desk Teams upon request.
• Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES, including utilization of equipment, required for the position :

Knowledge of Help Desk procedures Ability to communicate clearly and accurately, oral and written Ability to communicate technical information to non-technical personnel Ability to exercise patience and professionalism during challenging situations Ability to establish and maintain effective working relationships with others Ability to learn in a fast-paced environment Ability to work independently Ability to process and understand direction Ability to sit at a desk for long periods of time (4-hours increments in an 8-hour day) with little mobility and few breaks Ability to take back-to-back phone calls in a high-paced, high demand environment Ability to work in a small space with a high number of other employees Ability to work in a loud environment and remain undistracted Exhibit a positive customer friendly attitude Dependability and reliability Proficiency documenting with accuracy in ticketing system Active Listening Strong analytical skills and advanced troubleshooting abilities Attention to detail Strong ability to maintain confidentiality Professional attitude.

REQUIREMENTS:

• Minimum 1-year of work-related experience troubleshooting computer hardware, software and networking systems.
• Knowledge of customer call documentation and tracking system, such as a ticketing system
• Minimum of 1-year work-related experience working in a fast-paced Customer Service Oriented Environment
• Demonstrates the ability to communicate clearly and accurately.
• Minimum of 1-year work-related experience troubleshooting Windows 10 and/or higher in a professional environment.
• Available to work overtime when required, with prior approval.
• Available to work rotation shifts and on-call rotation.

PREFERENCES:

• Training or certification in IT Processes or basic hardware/software troubleshooting
• Work related experience troubleshooting a range of mobile devices on multiple operating systems.
• Work related basic VOIP phone usage and troubleshooting.
• Work related experience troubleshooting Microsoft Office Suite 2010 through 2016, including O365.
• Work related experience troubleshooting VPN connections.

CANDIDATE PROFILE (APPLICATION) MUST BE COMPLETED IN ITS ENTIRETY.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• If you experience problems applying online, please call the People First Service Center at [phone].

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits .
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options .
• Retirement plan options, including employer contributions.

SPECIAL NOTES

Only US citizens and lawfully authorized alien workers will be hired.

Selective Service

All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.

Florida Retirement System (FRS)

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you may be required to repay all benefits received depending upon the date of your retirement.

Veteran’s Preference

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.

BACKGROUND SCREENING REQUIREMENT:

It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. No applicant may begin employment until the background investigation results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background investigations shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees also are subject to background re-screening at least every five (5) years.No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.