OFFICE AUTOMATION ANALYST-LW - 60048569

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

The Office of Information Technology Services is looking for a detail-oriented Technical Helpdesk Agent to join our team. This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services.

Requirements

• Knowledge of Help Desk procedures
• Ability to communicate clearly and accurately, oral and written
• Ability to communicate technical information to non-technical personnel
• Ability to exercise patience and professionalism during challenging situations
• Ability to establish and maintain effective working relationships with others
• Ability to learn in a fast-paced environment
• Ability to work independently
• Ability to process and understand direction
• Ability to sit at a desk for long periods of time (4-hours increments in an 8-hour day) with little mobility and few breaks
• Ability to take back-to-back phone calls in a high-paced, high demand environment
• Ability to work in a small space with a high number of other employees
• Ability to work in a loud environment and remain undistracted
• Exhibit a positive customer friendly attitude
• Dependability and reliability
• Proficiency documenting with accuracy in ticketing system
• Active Listening
• Strong analytical skills and advanced troubleshooting abilities
• Attention to detail
• Strong ability to maintain confidentiality
• Professional attitude.
• An associate degree OR
• Minimum 1-year of work-related experience troubleshooting computer hardware, software and networking systems.
• Knowledge of customer call documentation and tracking system, such as a ticketing system
• Minimum of 1-year work-related experience working in a fast-paced Customer Service Oriented Environment
• Demonstrates the ability to communicate clearly and accurately.
• Minimum of 1-year work-related experience troubleshooting Windows 10 and/or higher in a professional environment.
• Available to work overtime when required, with prior approval.
• Available to work rotation shifts and on-call rotation.

Nice To Haves

• Training or certification in IT Processes or basic hardware/software troubleshooting
• Work related experience troubleshooting a range of mobile devices on multiple operating systems.
• Work related basic VOIP phone usage and troubleshooting.
• Work related experience troubleshooting Microsoft Office Suite 2010 through 2016, including O365.
• Work related experience troubleshooting VPN connections.

Responsibilities

• Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Performs initial and advanced troubleshooting and, when possible, resolution of customer issues and requests on authorized DCF Applications, Hardware, and Software.
• Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.
• Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data.
• Provide customers with courtesy and respect while working towards resolution to their issue or request.
• Identifies complex incidents or requests and escalates to Team Lead, Supervisor or Tier 2/Tier 3 personnel as necessary.
• Communicates effectively with the assignee regarding ticket referral and status of customer.
• Communicates escalated assignment and ETA if available to the customer.
• Maintains current knowledge of information technology as it relates to the Department.
• Tracks all tickets assigned to oneself and ensures incident or request is being resolved within the SLA of the Department. Keeps the customer informed of progress and status. Update, code, and close tickets as necessary.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team. Assists other Help Desk Teams upon request.
• Performs other related duties as assigned.

Benefits

• No state income tax for residents of Florida.
• 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.
• Flexible Spending Accounts.
• Tuition Waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees