OPS Office Automation Specialist II - 37990092

State of Florida • Tallahassee, FL

9d • Onsite

About The Position

DEP’s Office of Technology and Information Services (OTIS) is currently recruiting for an OPS Office Automation Specialist II position. This is a technical position that provides first-level contact, problem resolution, and technical assistance on software, hardware, communications, network printers, and servers for the agency. The incumbent of this position will represent OTIS and must be helpful, cooperative, polite, respectful, and courteous at all times in the interactions with customers. Employees of OTIS are required to demonstrate total commitment to outstanding customer service. This includes, but is not limited to, acting in a responsive and professional manner with the employees, customers, and public we serve.

Requirements

• Knowledge of computer operations, hardware, procedures, and systems.
• Skilled in the use of computer devices, printers, and scanners.
• Working knowledge of a range of diagnostic utilities.
• Application support experience.
• Ability to be flexible and adaptable regarding learning and understanding new technologies.
• Ability to communicate information effectively both verbally and in writing.
• Ability to work both independently and in an open team, collaborative environment.
• Ability to provide excellent customer service.
• Skilled in the use of Microsoft Office suite of applications.
• Experience in troubleshooting and providing technical support
• Knowledge of and experience in the use of Microsoft Office suite

Nice To Haves

• Experience working in a service desk environment

Responsibilities

• Resolve user-reported problems as expertise permits using available tools and following procedures.
• Support and respond to all service calls and maintain communications with customers throughout the problem resolution process.
• As needed or appropriate, escalate problems following established procedures.
• Provide troubleshooting and technical support via phone, web-based tools, and email.
• Support includes, but is not limited to, providing routine technical assistance to users for system use, account administration, outage reporting, bug reporting, availability, information assurance, use of web browsers, and use of desktop equipment.
• Identified bugs or other technical problems that cannot be resolved without system modification or extensive technical research shall be logged and routed to Desktop Support or the appropriate system team.
• Monitor Service Desk ticketing system ensuring that the customer’s request is resolved, and customer is informed of the status of their problem according to the service level agreement.
• Identify and meet the needs of customers and serve as a customer service representative on behalf of this division.
• Perform other related tasks as requested.
• Attendance is an essential function of this position.

Benefits

• Participation in state group insurance (must meet eligibility requirements).
• State of Florida 401(a) FICA Alternative Plan (tax deferred Retirement Savings Plan, for more information, please visit Corebridge Financial).
• Flexible Spending Accounts

What This Job Offers

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