OPERATIONS ANALYST I - 71000189 Date: Sep 17, 2024 The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforceoperations/humanresourcemanagement/forjobapplicants/everify) .Requisition No: 837579 Agency: Department of Law EnforcementWorking Title: OPERATIONS ANALYST I - 71000189Pay Plan: Career ServicePosition Number: 71000189 Salary: $43,775.00 Posting Closing Date: 09/24/2024 Total Compensation Estimator Tool (https://compcalculator.myflorida.com/) OPERATIONS ANALYST I INFORMATION TECHNOLOGY SERVICES CUSTOMER SERVICE ADMINISTRATION/CUSTOMER SUPPORT CENTER Internal advertisement for current FDLE members POSITION SUMMARY: This position is located in the Information Technology Services Division, Customer Support Center. The Customer Support Center is a 24 hr/7 days a week call center, wherein the incumbent in this position will assist in the support of FDLE members, the general public and all law enforcement entities state wide on the Criminal Justice Network (CJNet). The position reports to a shift supervisor and falls under the Data Processing Manager of the area. SPECIAL NOTES: This is a 40 hour per week position and the individual in this position will work occasional weekends and major holidays in rotation with other staff members on their shift. The shifts are daytime shift (7:00am – 3:00pm), evening shift (3:00pm – 11:00pm), and the midnight shift (11:00pm – 7:00am). Members do not work multiple different shifts and are hired for the specific shift (day, evening or midnight). DUTIES & RESPONSIBILITIES: Specific duties include:
Answering telephones and incoming email requests, and providing assistance to incoming callers;
Documenting all requests for assistance in the ticketing and tracking system;
Troubleshooting and analyzing first level hardware and software issues for various applications and products FDLE supports;
Monitoring FCIC/NCIC command terminals and Client services mailbox, and taking appropriate action as needed in a timely manner;
Utilizing network monitoring tools to detect circuit outages and initiate troubleshooting steps as required to maintain high availability of service; and
Other included duties such as, real-time assistance to other staff responding to customer queries and calls for assistance, training, necessary documentation, etc.
KNOWLEDGE, SKILLS & ABILITIES:
Knowledge of computer hardware and software terminology;
Knowledge of basic network terminology and standards;
Knowledge of telecommunications principles, equipment, procedures and terminology;
Knowledge of Windows 10/11;
Knowledge of problem-solving techniques;
Knowledge of desktop ticketing solutions;
Knowledge of computers and software;
Ability to work in a team environment;
Ability to process information logically and solve multi-level problems;
Ability to interpret and respond to computer error messages;
Ability to identify and define user task needs;
Ability to communicate effectively; and
Ability to plan, organize, and coordinate work assignments.
Note: Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.
BASE SALARY:
43,775.00
NOTES:
Starting salary will be at the minimum of the class pay range, unless otherwise dictated by FDLE's pay policy. The elements of this selection process may include a work sample and/or interview. Future vacancies may be filled from this position advertisement.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement. Location: TALLAHASSEE, FL, US, 32301 TALLAHASSEE, FL, US, 32302 TALLAHASSEE, FL, US, 32303 TALLAHASSEE, FL, US, 32304 TALLAHASSEE, FL, US, 32305 TALLAHASSEE, FL, US, 32308 TALLAHASSEE, FL, US, 32309 TALLAHASSEE, FL, US, 32310 TALLAHASSEE, FL, US, 32311 TALLAHASSEE, FL, US, 32312 TALLAHASSEE, FL, US, 32316 TALLAHASSEE, FL, US, 32317 TALLAHASSEE, FL, US, 32399 Nearest Major Market:Tallahassee