DISTRIBUTED COMPUTER SYSTEMS ANALYST - 65000044

State of Florida • Tallahassee, FL

2d • Onsite

About The Position

The Department of Elder Affairs’ Bureau of Information Technology is hiring an Enterprise Systems Support technician to provide technical support to headquarters and field office staff. Limited support, including new account creation and password resets, is also provided to staff at Area Agencies on Aging and service providers. This is not a teleworking position; the employee must report to the Department of Elder Affairs office in the area served.

The role supports in-office and mobile users with hardware, software, applications, peripherals, network connectivity, and telephonic devices. The technician receives and resolves service requests, configures and installs equipment and applications, documents work, escalates incidents as needed, and uses the TeamDynamix ITSM system to manage tickets and changes. The position also supports equipment relocation and inventory-related tasks, follows ITIL or internal service processes, and performs other duties assigned by the Service Desk Manager.

The position is in Florida Career Service, with an annual salary of $42,561.60. A Level 2 Criminal History Background Check is required for selected applicants.

Requirements

• Ability to communicate clearly orally and in writing.
• Ability to work collaboratively and independently.
• Ability to maintain a professional attitude in all circumstances.
• Ability to learn in a fast-paced environment.
• Knowledge of and ability to use troubleshooting techniques to resolve issues involving electronic computing equipment and applications or software.
• Ability to pay attention to detail.
• Ability to maintain composure in high-stress situations.
• Ability to quickly process and understand direction.
• Successful completion of a Level 2 Criminal History Background Check.

Responsibilities

• Receive, prioritize, diagnose, research, document, and resolve service requests involving hardware, software, applications, peripherals, and network connectivity for in-office and mobile staff.
• Configure and set up hardware, software, peripherals, and network connectivity, and install specialty applications or software as needed.
• Escalate incidents when necessary to maintain service-level expectations.
• Develop support documentation for other members of the MIS Operations team and Information Technology staff.
• Configure and set up in-office and mobile telephonic devices.
• Assist with relocating electronic equipment as needed.
• Assist with inventory, surplus, and destruction tasks related to electronic equipment as needed.
• Collaborate with the Enterprise Systems Support team through open communication, sharing knowledge, taking initiative to address recurring issues, working productively, and maintaining high-quality work.
• Provide courteous customer service and help decrease team response time and call duration.
• Log, update, and close tickets and changes in the TeamDynamix ITSM system.
• Follow formal ITIL or internal processes, including Incident, Problem, Change, and Request Fulfillment processes.
• Perform other duties and tasks assigned by the Service Desk Manager.

Benefits

• State Group Health Insurance Coverage
• $25,000 life insurance policy, fully paid by the employer
• Dental, vision, and other supplemental insurance options
• Annual and sick leave
• 10 paid holidays each year
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers for State of Florida community colleges, colleges, and universities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed