Senior Command Center Agent - Help Desk & IT Ops

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

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.