Systems Project Analyst (help Desk Technician) - 79000683)

Systems Project Analyst (Help Desk Technician)

The Mission of the Florida Department of Business and Professional Regulation (DBPR) is to "License Efficiently and Regulate Fairly". The Division of Technology supports the mission of DBPR through management of the systems that underpin the services the Department offers to the public. Our staff continually work to increase the efficiency and effectiveness of DBPR, through consultation with the business units within the Department to integrate new and innovative technology solutions.

Help Desk Technicians are responsible for providing day-to-day technical assistance to end-users, ensuring the efficient operation of desktop systems and related technology. Key duties include troubleshooting and resolving hardware, software, and network issues, performing system installations, upgrades, and configurations, and offering timely resolution to service requests. The technician ensures optimal system performance by conducting routine maintenance, monitoring system health, and addressing technical incidents in a proactive manner. This position requires a blend of technical expertise, research abilities, meticulous documentation, and collaboration with other IT units to optimize IT services and support end-user needs.

This is a highly autonomous position responsible for providing technology support to field offices in North Florida. This position will spend up to 10% of their work time travelling and is responsible for all aspects of Help Desk field support and management within the defined territory. Some work may include travel outside of territory as needed.

• Installing and configuring computer software, hardware and peripherals. Setting up and configuring cellular enabled mobile devices. Assisting with image deployment and computer equipment refresh. Manages equipment distribution, including receiving equipment, setting up / configuring equipment, setting up / installing pre-configured networking equipment and running cabling for new workstation or network needs.
• Monitoring, creating, responding, escalating, assigning and resolving service desk tickets. Troubleshooting and resolving end user network connectivity issues. Providing remote assistance to DBPR users across the state of Florida.
• Assisting with network and server needs in supported areas. Providing advanced research, testing of proposed solutions and implementation of solutions. Assisting application developers with testing of enhancement of applications prior to deployment.
• Managing telecommunications set up and maintaining phone systems in assigned areas.
• Creating and maintaining process documentation on Help Desk procedures. Assisting with the process of querying data, analyzing the results, and presenting the findings in a way that provides clarity and actionable insight.
• Traveling to supported areas to provide on-site assistance.
• Performs other work-related duties as required.

Ability to lift a minimum of 50 pounds, climb a ladder and stoop to the floor to install cables. Ability to operate telephone and computer systems. Ability to terminate and test voice and data lines, build network cables. Ability to work as liaison between customer, vendors and management. Knowledge of basic network architecture and equipment. Ability to install operating system images, applications and updates through a deployment tool such as SCCM, PDQ or MDT. Knowledge and experience troubleshooting versions of Microsoft Windows and Office released in the last 10 years. Experience installing, configuring, and maintaining Windows desktop operating systems. Ability to plan, organize and coordinate work assignments. Ability to maintain yearly certifications for warranty work. Excellent customer service and communication skills. Ability to work after hours as needed.

• Four (4) years of professional experience in an IT Helpdesk/Desktop Support role; and Completion of a one-year program of study from a vocational/technical school in an area of information technology can substitute for one year of the required experience.
• One year of providing customer service in technology; and
• Valid Driver License; and
• Ability to lift 50 pounds on a daily basis; and
• Ability to climb a ladder and stoop to the floor to install cables; and
• Must be able to obtain an entry level IT industry standard certification within one year of employment such as, but not limited to: CompTIA A+, CompTIA Network+, Cisco Certified Technician (CCT), Microsoft Technology (MTA) and Microsoft 365 Fundamentals.

• Associate's degree from an accredited college or university in the field of information technology, computer systems administration, or technical support.
• Currently possess an entry level IT industry standard certification within one year of employment such as, but not limited to: CompTIA A+, CompTIA Network+, Cisco Certified Technician (CCT), Microsoft Technology (MTA) and Microsoft 365 Fundamentals.

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday.
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University.

For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com