COMPUTER SUPPORT ANALYST - 64081133

State of Florida • Jacksonville, FL

8d • $40,321 - $45,000 • Onsite

About The Position

The Bureau of Vital Statistics provides for the statewide registration of all Florida vital record events, which includes all Florida births, deaths, fetal deaths, marriages, and divorces. The bureau issues more than 2.8 million certified copies annually. A centralized database allows all 67 counties to issue birth certifications, 1850 to present: death and fetal certifications, 2009 to present. Marriages, and divorces, 1927 to present, are available for certification from the state office. The bureau maintains more than 22 ½ million vital records. The bureau produces routine and special analysis and reports of vital statistics data; provides policy, procedure and monitoring of 67 county local registrars of vital statistics; 118 birthing hospitals; funeral directors, medical examiners and certifying practitioners; and numerous tax collector offices, in accordance with Chapter 382 Florida Statutes and Chapter 64V, Florida Administrative Code.

Position Description
1. Receives trouble calls and e-mails, troubleshooting issues related to the E-Vitals application and Bureau of Vital Statistics local area network consisting of, but not limited to, network switches and infrastructure, file servers, desktop computers, server and desktop applications, server and desktop operating systems, and printers. Provides technical support to the Bureau of Vital Statistics staff, Vital Statistics county staff, and external users of the E-Vitals applications (Electronic Birth Registration System-EBRS and Electronic Death Registration System-EDRS) through troubleshooting and resolving system access issues, connectivity issues, and equipment malfunctions. Provides Tier 3 technical support to E-Vitals help desk staff in regards to system access, connectivity issues, and equipment malfunctions, escalating service levels and placing service calls when necessary.
2. Installs, upgrades, and repairs personal computer hardware and peripherals, network switches and infrastructure, desktop operating systems and software. Ensures department standardized software is installed and maintained at the most current level, applying service packs and patches as needed. Monitors the network for equipment and software that is non-standard, reporting any incidents to the Data Processing Manager. Administers the Avaya Voice over IP phone system for the Bureau of Vital Statistics adding, deleting, and modifying users and phone extensions. This position also administers an Avaya Call Management server for managing call groups and reporting phone statistics. This position is responsible for adding, modifying, and deleting agent ids for call groups and managing access for phone system reporting. This position adds and deletes voice mailboxes for users and deploys new phone devices for users and troubleshoots any phone related issues.
3. Responsible for DOH user account administration through Active Directory, creating and maintaining user network accounts in compliance with Department of Health policies and procedures. Creates DOH machine accounts, ensuring equipment is hardened according to DOH security policy via machine image or group policy management. Maintains a database inventory for desktop computers, printers, network equipment, IP addresses, user network accounts, and user E-Vitals application accounts.
4. Oversees electronic file data compliance for the Bureau of Vital Statistics following file data criteria set by the Office of Information Technology. Responsible for analyzing user data and running reports with data analysis tools, meeting with users on eliminating data no longer needed or requiring archiving, and submitting requests to migrate data. Coordinates with the Bureau Records Management Liaison Officer on deleting data that falls within the GS1schedule.
5. Liaison between the Office of Information Technology and E-Vitals helpdesk in response to security alerts related to E-Vitals user login activity. Responsible for providing specific information such as verification of user login and location to verify Azure security logs match user activity when suspicious activity is detected.
6. Liaison between counties using Vitalchek and Lexis Nexis. Vitalchek uses a webservice to send order data directly to e-Vitals. This position monitors the service and troubleshoots order activity reported by county staff contacting Vitalchek as needed.
7. Backup to the Systems Programmer in the setup and configuration of the E-Vitals NX application servers and creates documentation for server builds.
8. Performs other related duties and assignments as required.

Requirements

• Knowledge of Microsoft Windows operating systems.
• Ability to process information logically.
• Ability to interpret and respond to computer error messages.
• Ability to analyze and interpret data.
• Ability to identify and define user task needs.
• Ability to work with others and meet and deal with internal and external customers.
• Ability to plan, organize and coordinate work assignments.
• Ability to communicate technical information effectively.
• Ability to establish and maintain effective working relationships with others.
• Ability to receive and carry out work assignments independently in a timely manner.
• Ability to gather requirements for software development.
• Ability to lift 50 pounds and work in confined areas.
• Experience in computer systems analysis and testing, computer programming, systems implementation, or database management.
• Must be able to learn and communicate effectively, orally and in writing, in English.

Nice To Haves

• Bachelor’s Degree in the field of Information Technology and two years’ experience is preferred.

Responsibilities

• Troubleshoot issues related to the E-Vitals application and Bureau of Vital Statistics local area network, including network switches, infrastructure, file servers, desktop computers, applications, operating systems, and printers.
• Provide technical support to Bureau of Vital Statistics staff, county staff, and external users of E-Vitals applications, resolving system access, connectivity, and equipment malfunction issues.
• Provide Tier 3 technical support to E-Vitals help desk staff, escalating service levels and placing service calls when necessary.
• Install, upgrade, and repair personal computer hardware and peripherals, network switches and infrastructure, desktop operating systems, and software.
• Ensure department standardized software is installed and maintained at the most current level, applying service packs and patches.
• Monitor the network for non-standard equipment and software, reporting incidents to the Data Processing Manager.
• Administer the Avaya Voice over IP phone system, including adding, deleting, and modifying users and phone extensions.
• Administer an Avaya Call Management server for managing call groups and reporting phone statistics.
• Manage access for phone system reporting, add/delete agent IDs for call groups, add/delete voice mailboxes, and deploy/troubleshoot new phone devices.
• Perform DOH user account administration through Active Directory, creating and maintaining user network accounts in compliance with Department of Health policies.
• Create DOH machine accounts and ensure equipment is hardened according to DOH security policy.
• Maintain a database inventory of desktop computers, printers, network equipment, IP addresses, user network accounts, and user E-Vitals application accounts.
• Oversee electronic file data compliance for the Bureau of Vital Statistics.
• Analyze user data and run reports with data analysis tools, meeting with users to eliminate unneeded data or archive data, and submit requests to migrate data.
• Coordinate with the Bureau Records Management Liaison Officer on deleting data according to the GS1 schedule.
• Act as a liaison between the Office of Information Technology and E-Vitals helpdesk in response to security alerts related to E-Vitals user login activity.
• Provide specific information to verify Azure security logs match user activity when suspicious activity is detected.
• Act as a liaison between counties using Vitalchek and Lexis Nexis.
• Monitor the Vitalchek webservice and troubleshoot order activity reported by county staff.
• Backup the Systems Programmer in the setup and configuration of E-Vitals NX application servers.
• Create documentation for server builds.
• Perform other related duties and assignments as required.

Benefits

• 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
• Flexible Spending Accounts
• Tuition waivers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level