COMPUTER SUPPORT ANALYST - 31000335

State of Florida

1d•$45,000 - $70,000

About The Position

This is a customer support position in SDD in the Office of Planning and Budgeting. The employee in this position is responsible for providing help desk support to SDD customers in OPB, HFRC, SWM, and agencies using shrink-wrap commercial personal computer software packages and some custom-applications within LAS/PBS.

Responsibilities

Provide in-depth technical support for all standard supported applications within SDD’s LAN environment.
Serve as shrink-wrap specialist for approved supported commercial personal computer software packages and hardware, as assigned.
Track, analyze and provide proper assistance regarding the resolution of user help desk calls.
Provide on-call support, as assigned by management.
Develop clear, succinct and informative documentation for the LAN Help Desk technical manual and Call Resolution Database.
Accurately and thoroughly review hardware and software upgrades prior to implementation in production for efficiency, effectiveness and overall satisfaction of user requirements.
Participate in “user functional requirements” walk-through with appropriate SDD staff.
Perform “user acceptance testing” on new and revised computer programs to ensure the user’s needs are met.
Participate in commercial and in-house training programs regarding software and hardware development.
Maintain in-depth technical skills and expertise in specific areas of personal computers, Local Area Networks, communications, and hardware/software connectivity products.
Acquire and expand basic understanding of approved supported software applications on SDD LAN.
Assist and actively participate in cross-training exercises and activities within the SDD unit.
Perform other duties as required.