DISTRIBUTED COMPUTER SYSTEMS ANALYST - 37020191

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

This position is responsible for providing second-level desktop support and problem resolution to local and remote users, as well as technical assistance regarding software, hardware, communications, printers, databases, and asset management. The role involves reviewing and assigning support tickets, documenting processes, promoting skills development of junior team members, ensuring service delivery within SLAs, resolving user-reported problems, logging and tracking service requests, setting up and maintaining computer equipment, researching new technologies, analyzing network connectivity problems, communicating with program staff regarding file shares, cross-training staff, and assisting with Service Desk coverage. Attendance is an essential function of the position.

Requirements

• Knowledge of computer operations, hardware, procedures, and systems
• Skilled in the use of computer devices, printers, and scanners
• Working knowledge of a range of diagnostic utilities
• Application support experience
• Strong understanding of the organization
• Excellent written, oral, and interpersonal skills
• Keen attention to detail
• Highly self-motivated and directed
• Ability to absorb new ideas and concepts quickly
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working both independently and in a team-oriented, collaborative environment
• Very strong customer service orientation
• Occasional travel between training locations required
• Ability to maintain a valid driver’s license
• Knowledge/work experience with computer hardware, procedures, asset management, file share permissions, and systems
• Knowledge/work experience providing technical assistance on software, printers, and databases
• Knowledge/work experience in setting up new or existing computer equipment
• Valid driver’s license

Nice To Haves

• Two years working in a desktop support environment

Responsibilities

• Review all incoming Desktop support tickets and self-assign or assign them to team members as appropriate.
• Support knowledge management by documenting and maintaining processes, routine tasks, and resolutions to complex issues in the Wiki.
• Promote skills development of junior team members through strategic ticket assignment and peer-to-peer mentoring.
• Ensure service delivery within specified Service Level Agreements (SLAs).
• Resolve user-reported problems as expertise permits using available tools and following procedures. Employee should be helpful, cooperative, polite, respectful, and concerned at all times in the interactions with customers.
• Enforce desktop support Service Levels Agreements in consultation with end users to establish problem resolution of end user issues.
• Log, track, route, escalate, and respond to all service requests using standard service desk software. Maintain communications with customers throughout the resolution process. Record and document all actions taken through the problem-solving process.
• Recommend to supervisor procedures and guidelines that assist in the achievement of operational objectives, and/or to resolve operational issues.
• Set up new or existing computer equipment, manage computer accounts, and assist with all other equipment maintenance including, but not limited to, computers, copiers, scanners, air cards, and fax machines.
• Research new technologies relevant to your duties regarding emerging products or services and make recommendations to supervisor.
• Identify methods/techniques for improving the use of existing hardware and software.
• Attend technical meetings and training sessions to maintain knowledge and skill set.
• Analyze, troubleshoot, and correct individual and office network connectivity problems. Coordinate with appropriate staff as required.
• Communicate with program area staff to create/modify file share folders. Assign appropriate folder permissions based on user/group accounts and determine necessity of inherited permissions.
• Assist with the cross-training of Service Desk and Desktop Support staff.
• Assist in maintaining Service Desk coverage during periods of short staffing, high call volume, or scheduled team meetings.
• Perform other related tasks as requested.

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
• Tuition waivers

What This Job Offers

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