886376-COMMERCE-DISTRIBUTED COMPUTER SYSTEMS ANALYST II - 40046205
About The Position
FloridaCommerce’s Division of Information Technology is hiring a Distributed Computer Systems Analyst II for its Service Desk team. The position provides tier 1 and 2 support to users and computer systems in person and remotely, covering COM systems, network and communications, software, hardware, and mobile devices. The role also supports special projects and provides customer support services involving LAN and WAN systems. This is a full-time, 40-hour-per-week position based in the Tallahassee office; it is not remote. The incumbent must be available for on-call work, overtime, and emergency situations as required, and must be able to lift at least 30 pounds. The position handles escalated service requests and technical issues, maintains Windows 11 builds and versions, supports operational efficiency, and develops technical documentation. A Level 2 security background screening, including fingerprinting and checks of local, state, and national law enforcement records, is required as a condition of pre-employment eligibility.
Requirements
- At least 5 years of software and hardware desktop support experience.
- Knowledge of System Center Configuration Manager (SCCM).
- Knowledge of Active Directory (AD) Group Policy in an enterprise environment.
- Knowledge of PowerShell and batch scripting.
- Knowledge of remote access software or clients.
- Skill using Active Directory, including AD user and computer accounts.
- Skill deploying software, patches, and scripts in an enterprise environment.
- Skill administering Windows operating system platforms.
- Skill using service ticket systems and tracking user problems in a HelpDesk environment.
- Skill administering, maintaining, and analyzing computer software and hardware.
- Ability to communicate effectively in person and through electronic mediums.
- Ability to work independently and as a team member.
- Ability to research and use problem-solving techniques.
- Ability to comprehend, develop, and interpret technical documentation.
- Ability to manage time and prioritize issues according to severity and organizational need.
- Ability to understand and comply with laws, rules, regulations, policies, and procedures.
- Must be available for on-call work and overtime as required.
- Must be available for emergency situations, such as hurricanes.
- Must be able to lift at least 30 pounds.
- Must be able to assist remote users and train staff.
- Must have ServiceNow experience.
- A Level 2 security background screening is required before employment, including fingerprinting and checks of local, state, and national law enforcement records.
Nice To Haves
- Five years of customer service or Helpdesk experience.
- Five years of Active Directory and Group Policy experience.
- Adobe Administrator experience.
Responsibilities
- Monitor Genesys Cloud Desktop software during work hours and provide backup phone coverage as necessary.
- Take ownership of escalated issues by logging them in the service ticket tracking system, accepting and resolving or forwarding assigned issues, and monitoring them through completion.
- Resolve or forward issues promptly to the appropriate area while ensuring a smooth transfer of ownership.
- Perform Windows 11 build and version maintenance, testing, and upgrades to maintain agency compliance and enable Microsoft patches.
- Manage short-term projects within the scope of the IT Operations Service Desk.
- Provide customer service with a positive attitude, clear communication, and appropriate expectation-setting.
- Communicate relevant issues to the Service Desk team and collaborate considerately with colleagues.
- Analyze and resolve network and communications, software, hardware, and mobile device problems.
- Install, move, and maintain computer systems and related hardware, software, peripherals, and communications components for end users.
- Provide hardware and software quotes.
- Research and suggest lasting solutions to improve operational efficiency.
- Develop and maintain operational procedures, processes, and technical documentation.
- Perform other duties as required.
Benefits
- State Group Insurance coverage options, including health, life, dental, vision, and supplemental coverage.
- Retirement plan options, including employer contributions.
- Nine paid holidays and one Personal Holiday each year.
- Annual and sick leave benefits.
- Student Loan Forgiveness Program, subject to eligibility.
- Flexible Spending Accounts.
- Tuition Fee Waivers accepted by major Florida colleges and universities.
- Ongoing comprehensive training.
- Career growth opportunities.
- Highly skilled, professional environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
