OPERATIONS ANALYST II - HELPDESK TECHNICIAN

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

We are seeking an Operations Analyst II in MQA’s Bureau of Operations, System Support Services Unit. The ideal candidate will become a key player on our team that makes a real difference in the division. You will be responsible for ensuring quality assurance, improving communications between the users and support staff, and improving the efficiency and effectiveness of the business operations.

Requirements

• Strong Analytical Skills
• Knowledge of document management systems
• Experience with ticket management systems
• Experience with Microsoft Office Suite
• Ability to communicate technical issues, risks, and approaches to non-technical staff.
• Strong business communication skills, both verbally and in writing.
• Ability to troubleshoot technical problems and/or implement design changes.
• Ability to facilitate meetings
• Ability to work effectively in a team environment.
• Process management skills
• Ability to negotiate and resolve conflict
• Political awareness
• Ability to read and comprehend Statutes and Rules
• Ability to evaluate information gathered from multiple sources and break down high-level information into details.

Responsibilities

• Serve as a help desk technician to resolve business office technical issues directly, or properly and timely assign tickets to the correct team.
• Serve as a business and systems information conduit between the stakeholders, internal and external customers, system administrators, and technology and support teams through which statutorily mandated business requirements flow.
• The incumbent will collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between system usability and business needs.
• Assist with asset management and annual property inventory.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, break down high-level information into details.
• Facilitates system quality assurance testing; and coordinate with internal and external stakeholders to ensure that deliverable ticket resolution deadlines are met.
• Perform other work-related duties as required.

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
• Flexible Spending Accounts;
• Tuition waivers;

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees