DISTRIBUTED COMPUTER SYSTEMS ANALYST - 31000202

State of Florida•TALLAHASSEE, FL

4d•Onsite

About The Position

This position is responsible for providing technical support and maintaining computer systems within the Executive Office of the Governor. The role involves installing, configuring, and troubleshooting hardware, software, and network issues for end-users. The analyst will also manage user accounts, software licenses, and maintain inventory. A key aspect of the role is problem resolution, including diagnosing and fixing complex technical issues, and contributing to knowledge management by documenting solutions and creating support articles. Excellent customer service and communication skills are essential for interacting with end-users and ensuring their satisfaction.

Requirements

Minimum of 1–2 years of professional, hands-on IT support or desktop support experience. Note: Academic labs, classroom environments, or simulator-only experience do not fulfill this requirement.
Demonstrated proficiency using Windows administrative tools to troubleshoot (including Device Manager, Services, Control Panel, and Event Viewer).
Practical knowledge of local area networking, including configuring and troubleshooting wired/wireless network adapters, verifying IP configurations, and basic connectivity testing.
Solid working knowledge of Microsoft Office Products/Microsoft 365 apps and enterprise desktop environments.
A high school diploma or its equivalent.
Candidates selected for an interview will be required to pass a live, hands-on technical assessment. This test requires the candidate to physically interact with a Windows machine to diagnose and resolve common issues.

Responsibilities

Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.
Perform hardware upgrades and replacements.
Manage user accounts and permissions.
Manage software licensing and compliance.
Maintain accurate inventory of hardware and software.
Configure and support network printers.
Diagnose and resolve complex hardware, software, and network issues.
Troubleshoot issues related to operating systems (Windows), applications (Microsoft Office Suite, specialized software), and peripherals.
Troubleshoot issues with mobile devices (iOS, Android) and their integration with enterprise systems.
Troubleshoot hardware failures and perform repairs.
Troubleshoot software installation and configuration issues.
Provide on-site and remote technical support to end-users.
Respond to support requests via phone, email, and ticketing system.
Receive and manage escalated tickets, ensuring timely resolution.
Maintain a professional and courteous demeanor when interacting with end-users.
Provide excellent customer service and ensure user satisfaction.
Accurately document all support activities in the ticketing system.
Identify and document recurring issues and contribute to the development of permanent solutions.
Create and maintain knowledge base articles and documentation for common issues and resolutions.