OPS OPERATIONS ANALYST I - 71900090

State of Florida • Tallahassee, FL

2d • $21

About The Position

This position serves 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.

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.

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
• Number of Employees: 1,001-5,000 employees