OPS Operations Analyst I Midnight Shift - 71900156

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

This Operations Analyst I position serves the midnight shift at the Florida Department of Law Enforcement's Customer Support Center, functioning as a primary point of contact for criminal justice agencies managing high-volume inquiries through a centralized helpdesk. The role provides first-level technical support for hardware, software, network connectivity, and procedural questions related to criminal justice information systems, while documenting all service calls and resolutions in the IT Service Management solution.

Key qualifications:

• Knowledge of IT helpdesk operations, service management/ticketing systems, incident tracking, and escalation procedures
• Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity
• Ability to communicate complex technical information effectively to users with varying levels of technical expertise
• Ability to manage and prioritize high volume of tickets and inquiries in a fast-paced, time-sensitive environment
• Ability to work effectively under pressure while maintaining composure and making sound decisions in critical operational environments