OPS OPERATIONS ANALYST I - 71900145

State of Florida; Tallahassee (FL); Presencial; USD 24.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance options

Life insurance

Tax deferred medical reimbursement

Supplemental insurance options

Descripción de la vacante

The Florida Department of Law Enforcement seeks an OPS Operations Analyst I for the Evening Shift (3:00pm–11:00pm) to serve as a primary contact for criminal justice agencies, handling high volumes of inquiries in a centralized helpdesk. You will document calls, troubleshoot hardware/software issues, and support 24/7 operations with professional communication.

Based in Tallahassee, the role includes shift coverage on some weekends/holidays, with a starting hourly rate of $21.05 and a 5% Evening

Formación

• Knowledge of IT helpdesk operations and ticketing systems.
• Knowledge of network monitoring and diagnostic tools.
• Ability to document issues in detail and communicate technically to users.
• Ability to manage a high volume of tickets in a fast-paced environment.
• Ability to work under pressure and in a 24/7 support context.

Responsabilidades

• Serve as first-level support for a wide range of hardware, software, network issues and procedural questions.
• Document calls and resolutions in the ITSM system with accuracy.
• Maintain system integrity and availability; monitor services for outages.
• Escalate complex issues with vendors and staff while logging downtime.
• Provide real-time guidance to other support staff and route status notifications.

Descripción del empleo

Requisition No: 877151

Agency: Department of Law Enforcement

Working Title: OPS OPERATIONS ANALYST I - 71900145

Pay Plan: Temp

Position Number: 71900145

Salary: $21.05/hourly

Posting Closing Date: 11/04/2026

Total Compensation Estimator Tool

OPS OPERATIONS ANALYST I

INFORMATION TECHNOLOGY SERVICES

CUSTOMER SERVICE ADMINISTRATION

CUSTOMER SUPPORT CENTER / EVENING SHIFT

Open-Competitive Opportunity**

Position Summary

This position serves on the Evening shift of the FDLE Customer Support Center, as a primary point of contact for local, state, and national criminal justice agencies for managing and resolving a high volume of inquiries through a centralized helpdesk system. It provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems. It also thoroughly documents all service calls and resolutions within our ITSM solution, ensuring accurate tracking and closure of all reported issues while maintaining and communicating technical information to users with a high degree of professionalism and adherence to established operational procedures. The hours of operation on the Evening Shift are 3:00pm – 11:00pm; due to the nature of the position and to provide shift coverage the position will be required to work some weekends and holidays.

Duties & Responsibilities

• Beyond direct user support, this role is responsible for ensuring system integrity and availability;
• Proactively monitoring network and system services to detect and address circuit outages, system issues, and misrouted communications;
• Performing in-depth troubleshooting and problem analysis, utilizing diagnostic tools and established techniques to resolve hardware, software, and communication problems;
• Coordinating with vendors and other support staff to escalate and resolve complex issues while maintaining accurate logs of all system downtime;
• This is an essential position that functions as a vital component of a 24/7 critical support operation;
• Disseminating critical messages and security bulletins statewide;
• Redirecting misrouted interstate communications;
• Assisting with user certification and system access inquiries;
• Providing real-time assistance and guidance to other support staff; and
• Managing and routing incoming system status notifications.

Knowledge, Skills & Abilities

• Knowledge of, or ability to learn, IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures;
• Knowledge of, or ability to learn, network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools;
• Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity;
• Skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity;
• Ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise;
• Ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment;
• Ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment;
• Ability to work independently while also collaborating effectively within a team-oriented support structure; and
• Ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision.

Note: Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

Base Salary

• $21.05/hour with additional shift differential (5% for Evening Shift) for shifts outside normal business hours

How You Will Grow

FDLE recognizes the importance of growth and success while fostering a family-oriented work environment. We encourage our members to seek opportunities for growth through training, team building, and mentoring. Our four Fundamental Values of Service, Integrity, Respect and Quality will guide you as you embark on a lifelong career at FDLE.

Our Salary & Ops Benefits

Starting hourly salary will be the minimum of the class pay range, unless otherwise dictated by FDLE’s pay policy. FDLE is a State of Florida Employer and offers a comprehensive OPS benefits package (ONLY available to OPS members who will be working 30 or more hours a week) , including:

• HMO and PPO health insurance options with premiums starting as low as $50 per month;
• $25,000 in automatic life insurance coverage;
• Tax deferred medical reimbursement account; and
• Multiple supplemental insurance options including: dental, vision, disability and more.

About Our Agency

The Florida Department of Law Enforcement (FDLE) employs more than 2,000 members statewide – either at headquarters in Tallahassee or in one of seven regional operations centers (ROCs). Our mission is to promote public safety and strengthen domestic security. Click here for additional information about FDLE.

Hiring Process

You will be evaluated for this job based on your previous knowledge and experience. Additional reviews may be performed to screen for preferred qualifications, experience and education. Your qualifications will be based on knowledge, skills, and abilities and other elements relevant to this position supported by the information in your application. Qualifying questions will only be credited if verifiable by the information provided on your application including specifically required software/computer skills. You may be contacted to participate in a selection process which may consist of written exercises, work samples, skills tests, interviews, drug screen and fingerprinting. You may be notified by email to participate in a selection process. Failure to reply within a designated timeframe may exclude you from further consideration. Future vacancies may be filled from this position advertisement.

Background

FDLE requires an extensive background process of all recommended applicants. The elements of a background include: financial credit check, criminal history of applicant and applicant’s immediate family or roommates, personal references, employment and education verifications (which includes official transcript(s)), drug screen and fingerprinting. This information will be utilized to make the final hiring decision.

Notes

Preference will be given to current FDLE members who have satisfactorily completed at least six months of the probationary period for their current position.

Reminders

• Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov .
• 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 cancelled, suspended, or deemed ineligible depending upon the date of your retirement.

The State of Florida hires only U.S. citizens and lawfully authorized alien workers.

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.