OFFICE AUTOMATION ANALYST (SENIOR) - 60048612

Florida; Tallahassee (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Florida Department of Children and Families is seeking a Senior Office Automation Analyst to join the Office of Information Technology Services, Help Desk. The role centers on monitoring queues, coordinating incidents, and maintaining service levels at the DCF Headquarters in Tallahassee.

The ideal candidate will have extensive Help Desk experience, MS 365 proficiency, and the ability to communicate technical information clearly to non-technical users.

Qualifications

• Knowledge of OITS and Help Desk procedures; Knowledge of Department programs, systems and applications; Knowledge of security protocols including password security; Knowledge and utilization of MS 365; Knowledge of DCF operating systems and the impact or interaction of the current operating system as it pertains to DCF Systems; Ability to sit at a desk for long periods of time with little mobility while working on a computer and monitoring systems; Ability to work in a small space with a high number of other employees; Ability to work in a loud environment and remain undistracted; Ability to process and understand direction; Ability to document with data integrity; Effective Listening; 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 work independently and in collaboration with teammates; Ability to establish

Responsibilities

• Monitors Help Desk call queues and ticket queues.
• Creates and adjusts agent schedules, logs events and exceptions, and prepares regular reporting.
• Ensure call handling standards are met and tickets are routed and processed correctly.
• Monitors DCF system environments and reacts to events using predefined procedures to ensure service and issue response.
• Functions as a central point of communication for system disruption and incidents.
• Effectively coordinates with process managers communicating escalated issues and estimated time of issue resolution as available to end users.
• Answers calls, chats, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Maintains current knowledge of information technology as it relates to the Department.
• Responsible for repository of documents, which includes drafting, archiving, reviewing, and updating of resource material as applicable.
• Tracks and updates assigned tickets, accordingly, ensuring incident or request is being resolved within the standards of the Department while keeping the customer informed of progress and status.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goals of the team, assisting Help Desk teammates upon request.
• Performs other related duties as assigned.

Skills

OITS procedures

Help Desk procedures

Security protocols

Department systems

MS 365

Tools

MS 365

Job description

OFFICE AUTOMATION ANALYST (SENIOR) - 60048612

Agency: Children and Families

Office of Information Technology Services

Help Desk - Command Center Agent

Anticipated Vacancy. The Office of Information Technology Services is looking for a detail-oriented Command Center 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

• Monitors Help Desk call queues and ticket queues.
• Creates and adjusts agent schedules, logs events and exceptions, and prepares regular reporting.
• Ensure call handling standards are met and tickets are routed and processed correctly.
• Monitors DCF system environments and reacts to events using predefined procedures to ensure service and issue response.
• Functions as a central point of communication for system disruption and incidents.
• Effectively coordinates with process managers communicating escalated issues and estimated time of issue resolution as available to end users.
• Answers calls, chats, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Maintains current knowledge of information technology as it relates to the Department.
• Responsible for repository of documents, which includes drafting, archiving, reviewing, and updating of resource material as applicable.
• Tracks and updates assigned tickets, accordingly, ensuring incident or request is being resolved within the standards of the Department while keeping the customer informed of progress and status.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goals of the team, assisting Help Desk teammates upon request.
• Performs other related duties as assigned.

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

Knowledge of OITS and Help Desk procedures; Knowledge of Department programs, systems and applications; Knowledge of security protocols including password security; Knowledge and utilization of MS 365; Knowledge of DCF operating systems and the impact or interaction of the current operating system as it pertains to DCF Systems; Ability to sit at a desk for long periods of time with little mobility while working on a computer and monitoring systems; Ability to work in a small space with a high number of other employees; Ability to work in a loud environment and remain undistracted; Ability to process and understand direction; Ability to document with data integrity; Effective Listening; 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 work independently and in collaboration with teammates; Ability to establish and maintain effective working relationships with others; Ability to learn in a fast-paced environment; Strong analytical skills and advanced troubleshooting abilities; Attention to detail; Strong ability to maintain confidentiality; Professional attitude; Dependability and reliability; Exhibit a positive, customer friendly attitude.

REQUIREMENTS

Responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must be verifiable on the Candidate Profile and resume (if one is attached). Putting “see resume” does not substitute for completing all sections of the Candidate Profile. Candidates with incomplete candidate profiles may not receive employment consideration.

• Willing to work overtime and rotate shifts as necessary (commonly coordinating with a colleague to ensure coverage between 7:00am and 6:00pm, sometimes with short, same-day notice).
• Willing to work during emergency office closures in the role of an essential employee, including telework responsibilities as needed.
• Willing to be on an On Call rotation.
• Professional experience working in a fast-paced, customer-oriented environment.
• Professional experience using MS 365.
• Demonstrates strong verbal and written communication, providing clear and accurate information.
• May be required to provide a work sample and pass a skills assessment.

PREFERENCES

• Professional experience utilizing customer call documentation and tracking system, such as a ticketing system.
• Professional experience working in a call center and utilizing a call management system.
• Degree, certificate, and/or at least one year of professional experience troubleshooting PC hardware, software, voice, and networking systems.
• Minimum of 1-year work-related experience working in a fast-paced, customer service environment.

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 on 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 are not 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.

VETERANS’ 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. Certain service members may be eligible to receive waivers for postsecondary educational requirements. 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.

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.