OPS SYSTEM PROJECT CONSULTANT - HELP DESK TECHNICIAN

State of Florida • Tallahassee, FL

4d • Onsite

About The Position

We are seeking an OPS System Project Consultant 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 communication between the users and support staff, and improving the efficiency and effectiveness of the business operations.

Requirements

• Minimum of three years working in a helpdesk ticketing system.
• Minimum of two years with Documentation Processing.
• Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. The role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods.
• Must be willing to physically come into the office to perform job duties.
• 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.
• Provide desktop support to MQA staff and contractors; Provide liaison support between the Bureau, Office of Information Technology, and General Services Administration for desktop support needs and Systems Support Services activities, as needed. Ensure policies and procedures are followed.
• Monitor ticket tracking system to ensure tickets are assigned and completed in a timely fashion; Receive tickets from the Help Desk ticket system and direct from MQA staff and ensure that ticket contains all information needed to process.
• Maintains and drafts desk guides, job aids and procedures for user access of MQA systems and vendor systems supported by MQA
• Review, coordinate, complete division wide User System Access Review process on an established schedule. This review verifies users have the correct access to applicable software and systems. Monitors division employment changes to add, delete and/or modify accounts.
• Assist with property receiving; complete property receiving reports, dispositions, and transfer of assets as well as with equipment refresh and replacement workflows
• Monitor and assist with asset and bulk paper requests in the MQA Ticketing System. Monitors inventory levels on in-stock items on a quarterly basis and recommends timing and quantity of reorders to purchasing unit.
• Support specialized applications used by MQA programs
• Perform other work-related duties as required.

Benefits

• State of Florida 401(a) FICA Alternative Plan (mandatory)
• Participation in state group insurance (upon meeting eligibility requirements. Consult with People First and/or the serving HR office)
• Workers’ Compensation (mandatory, if needed)
• Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
• Deferred Compensation (voluntary)
• Employee Assistance Program (voluntary)

What This Job Offers

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