OPS OPERATIONS ANALYST I - 71900145

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

This position serves on the Evening shift of the FDLE Customer Support Center, as a primary point of contact for local, state, and national criminal justice agencies for managing and resolving a high volume of inquiries through a centralized helpdesk system. It 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. It also thoroughly documents all service calls and resolutions within our ITSM solution, ensuring accurate tracking and closure of all reported issues while maintaining and communicating technical information to users with a high degree of professionalism and adherence to established operational procedures. The hours of operation on the Evening Shift are 3:00pm – 11:00pm; due to the nature of the position and to provide shift coverage the position will be required to work some weekends and holidays.

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

• Preference will be given to 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

Benefits

• HMO and PPO health insurance options with premiums starting as low as $50 per month
• $25,000 in automatic life insurance coverage
• Tax deferred medical reimbursement account
• Multiple supplemental insurance options including: dental, vision, disability and more

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed