68064469 - DISTRIBUTED COMPUTER SYSTEMS ANALYST

State of Florida•Tallahassee, FL

40d

About The Position

This is a highly responsible Help Desk support position within the Division of Information Technology. The incumbent is required to possess a level of experience and proficiency to conduct technical troubleshooting procedures with customers.

Requirements

Knowledge of Microsoft Office Applications.
Knowledge of basic internet, VPN, cell phone, and computer software troubleshooting.
Knowledge of basic terminology and procedures in the areas of computer hardware and software applications.
Knowledge of Help Desk ticketing software or comparable programs.
Ability to work in a training capacity with individuals.
Ability to professionally communicate verbally and in writing.
Ability to establish and maintain effective working relationships with others.
Ability to effectively manage multiple tasks while meeting service level agreement timelines.
One year of customer service experience.
One year of experience troubleshooting technical computer issues.
One year of experience troubleshooting internet or VPN issues.

Responsibilities

Answer Help Desk requests and provide tier-one and tier-2 support in a high-volume response environment.
Record customer information in the Help Desk ticket tracking systems.
Perform technical troubleshooting and escalate unresolved requests to the appropriate technician or vendor partner for resolution.
Process Network Access Form requests through the Help Desk ticket tracking systems in a timely fashion.
Maintain client information in the Help Desk ticket tracking systems.
Monitor the system for HR termination orders, conducts follow-ups, meets service level agreements, and Open for Business requirements based on the Position Description.
The incumbent must be able to effectively communicate electronically and verbally with users experiencing technical support issues.
Must possess critical thinking skills in order to quickly determine issues, provide a solution, and document in the ticket tracking system.
The Help Desk is open between the hours of 7:00 am and 5:30 pm, Monday through Friday, and requires flexible coverage.
Excellent customer service skills are required.

Benefits

Health insurance (i.e., individual and family coverage) to eligible employees
Life insurance; $25,000 policy is free plus option to purchase additional life insurance
Dental, vision and supplemental insurance
State of Florida retirement options, including employer contributions
Ability to earn up to 104 hours of paid annual leave as a new employee with the State of Florida
Ability to earn up to 104 hours of sick leave annually
Nine paid holidays and 1 personal holiday each year
Opportunities for career advancement
Tuition waivers (accepted by major Florida Colleges/universities)
Student loan forgiveness opportunities (eligibility required)
Training opportunities
Flexible Spending Accounts
Shared Savings Program for select medical services
Lower copays for prescription drugs
Health and Wellness discounts