DISTRIBUTED COMPUTER SYSTEMS SPECIALIST

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

This is a Career Service position located at Central Office in Tallahassee, FL in the Office of Information Technology. The mission of the Office of Technology in the Florida Department of Corrections (FDC) is to provide innovative, reliable, and secure technology solutions that support the Department's operations and strategic goals. This position is not a telework position and is required to report to the FDC office in the area it serves.

Requirements

• Must possess a high school diploma or its equivalent.
• Must have experience working in Information Technology (IT) Support or a related technical field.
• Must be able to work on call, including during times of emergencies or disasters.
• Must be able to work on a shift schedule that may be days, nights and/or weekends.

Nice To Haves

• Experience working in a high-volume 24/7 call center in a Help Desk or Service Desk environment.
• Experience working with an IT ServiceNow Management or related ticketing systems.
• Experience in creating technical documentation.
• Experience working with remote tools for IT troubleshooting.

Responsibilities

• Monitor the status of the Department’s Mainframe, batch and print jobs and notify the proper sections for problem resolution if there is an issue.
• Assists field technicians with any problem resolution and technical support for computer systems and ancillary equipment at all FDC location.
• Assists in the troubleshooting logins, software, hardware, mobile devices, and network issues in compliance with Department standards and for optimum system performance.
• Assisting users, by phone support, electronic communication, and interactive conferencing, and other remote tools.
• Log accurate details for each help desk call into the ticketing system. Perform troubleshooting as necessary and assign tickets to other support staff teams for the appropriate supported items.
• Other responsibilities include assisting other teams and staff members as needed and requested by Management. (SARs, update knowledge base, create instructions, etc.)
• Use the queues within ServiceNow to manage workload.
• Monitor email, ticket and phone queue and other communication-based applications throughout the day to ensure users are assisted quickly and efficiently and to ensure communication between coworkers and management are addressed.
• Provides after hours/holiday support on an as-needed basis as defined by the Office of Information Technology.
• Provide positive collaboration with other Helpdesk staff to share knowledge and provide balanced and cohesive support to our end users.
• Attend and complete all required agency trainings and complete other assigned trainings as directed by management for job related education.
• Assist with maintaining the procedure documentation for the helpdesk. This includes writing documentation, reviewing documentation, distributing documentation, and running reports from the helpdesk ticketing software ServiceNow as needed.
• Other job-related duties as requested.

Benefits

• Paid vacation, sick leave, and holidays.
• Comprehensive health insurance and life insurance with accidental death and dismemberment benefits.
• Supplemental Dental, Vision, Life, Disability and Hospitalization insurance.
• Tuition-Free college courses.
• Retirement Plans with the Florida Retirement System: Pension Plan (Traditional Retirement Pension Plan), Investment Plan (401(K)-Type Retirement Plan), Deferred Retirement Option Program (Drop), Deferred Compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED