OPERATIONS ANALYST I - 71001104

State of Florida • Tallahassee, FL

3d • Onsite

About The Position

This position serves on our 24/7x365 helpdesk as a primary point of contact for local, state, and national criminal justice agencies, managing and resolving a high volume of inquiries through a centralized helpdesk. Provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems. Thoroughly documents all service calls and resolutions within a ticketing system, ensuring accurate tracking and closure of all reported issues while communicating technical information to users with a high degree of professionalism and adherence to established operating procedures. This is an essential position that functions as a vital component of a 24/7 critical support operation. As such, this advertisement will be used to fill vacancies on various shifts Day shift hour 7a,-# on the daytime shift, working the hours of 7am to 3pm, evening shift 3pm to 11pm and Midnight shift 11pm to 7am. Due to the nature of our positions and coverage of all time periods, the position will be required to work some weekends and occasional holidays in support of law enforcement statewide during the assigned shift.

Requirements

• Knowledge of, or ability to learn, IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures
• Knowledge of, or ability to learn, network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools
• Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity
• Skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity
• Ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise
• Ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment
• Ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment
• Ability to work independently while also collaborating effectively within a team-oriented support structure
• Ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision

Nice To Haves

• Current FDLE members who have satisfactorily completed at least six months of the probationary period for their current position.

Responsibilities

• Ensuring system integrity and availability
• Proactively monitoring network and system services to detect and address circuit outages, system issues, and misrouted communications
• Performing in-depth troubleshooting and problem analysis, utilizing diagnostic tools and established techniques to resolve hardware, software, and communication problems
• Coordinating with vendors and other support staff to escalate and resolve complex issues while maintaining accurate logs of all system downtime
• Disseminating critical messages and security bulletins statewide
• Redirecting misrouted interstate communications
• Assisting with user certification and system access inquiries
• Providing real-time assistance and guidance to other support staff
• Managing and routing incoming system status notifications
• Performing other related duties as required in a critical support environment

Benefits

• State of Florida Tuition Waiver Program
• Paid holidays, vacation and sick leave
• HMO and PPO health insurance options with premiums starting as low as $50 per month
• $25,000 in automatic life insurance coverage
• Multiple supplemental insurance options including: dental, vision, disability and more
• Paid maternity leave and parental leave following the birth or adoption of a child
• Pension and investment retirement plan options
• Tax deferred medical and child care reimbursement accounts

What This Job Offers

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