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Date: Aug 13, 2019

Location: TALLAHASSEE, FL, US, 32399

The State Personnel System is an E-Verify employer. For more information click on our E-Verify website.

Requisition No: 64092 

Agency: Children and Families


Position Number: 60000298 

Salary:  $36,000 - $42,000 ANNUAL 

Posting Closing Date: 08/23/2019 


This is an Open Competitive Opportunity
Working Title: Desktop Support Analyst

Previous applicants do not need to re-apply.

This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services.

Only US citizens and lawfully authorized alien workers will be hired.
All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS).  Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the SSS website:
If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you required to repay all benefits received depending upon the date of your retirement.
Information contained in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application. The information must be disclosed on the State of Florida application even if you are attaching a resume.


This is technical work installing, implementing, maintaining, and supporting multiple computer systems for use by Florida Abuse Hotline end-users including the hardware, software, and communications components.  Standard Support coverage is Monday through Friday, 7:30 AM EST to 5:30 PM EST with the possibility that hours may fluctuate and/or include weekends and evenings on occasion. However, the ability to work overtime and/or on-call is required for this position.


Provides accurate, timely desktop computer technical work installing, implementing, maintaining, and supporting computer systems for use by end-users including the hardware & software components to both Department and outside agency customers.
Coordinates work assignments with appropriate Department staff as well as other desktop support staff. Performs necessary follow-ups with customers to ensure that requests are handled efficiently and that quality solutions are provided and recognize or analyze priority issues for escalation.  Providing detailed information regarding the issues to effectively solve problems in a timely and organized manner using industry best practices and procedures.
Maintains all assigned issues within the Department’s Issue Tracking System. Adds, updates and provides current status information into the Tracking System in a timely and accurate manner.  Identifies and documents resolutions, sharing the documentation and findings with other team members.
Provides assistance for Florida Abuse Hotline Voice Over IP (VOIP) phones and LAN/WAN connectivity troubleshooting to coordinate repairs with Regional as well as statewide support staff.
Ensure Florida Abuse Hotline desktop computers interconnect seamlessly with diverse systems including file servers, application servers, and administrative systems and networking software.
Support Florida Abuse Hotline client hardware/software upgrades and migrations as directed by the Desktop Support Manager and maintain excellent communication with all end users and other members of the technology department.
Consults with Florida Abuse Hotline and regional and outside agency customers in conducting system assessments to define customer needs, system requirements and LAN/WAN connectivity requirements.
Provision/enable Florida Abuse Hotline user accounts, access controls, grant permissions, and maintain accurate documentation for internal and external customers using the departments identity solution and 3rd party tools and systems.
Performs related work as required to include technical support for all DCF HQ employees


KNOWLEDGE, SKILLS, AND ABILITIES, including utilization of equipment, required for the position:
Knowledge of problem solving/troubleshooting techniques; Knowledge of technical hardware, software and networking systems; Knowledge of customer call documentation and tracking systems; Ability to lift 30 pounds and move equipment; Ability to communicate clearly, oral and written; Ability to learn in a fast-paced environment; Ability to work independently; Ability to handle stressful situations.


Experience in customer call documentation and tracking system/ticketing system
Strong technical understanding of computer hardware, software and networking systems (troubleshooting)
Experience in a fast-paced Customer Service Oriented environment


Ability to work On Call and/or overtime
Valid Driver’s License and must possess operational private vehicle for use in the performance of daily work activities
Working outside normal shift/business hours
Navigate tight spaces which may involve a combination of kneeling, crawling, bending, stooping, and/or reaching.
Ability to lift 30 pounds and move equipment


Experience in support of Florida Safe Families Network (FSFN)
Experience in support of Access Florida and Bluezone
Experience in support of Microsoft Office 365 applications
Experience in support of Windows 7 or newer Windows operating systems and compatible applications
Experience in an IT Support environment
Experience in working with Footprints ticket management software
Knowledge of VoIP products and support

BACKGROUND SCREENING REQUIREMENT:  It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S.  No applicant may begin employment until the background investigation results are received, reviewed for any disqualifying offenses, and approved by the Agency.  Background investigations shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.  Employees also are subject to background re-screening at least every five (5) years.





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.  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 clicking here.  All documentation is due by the close of the vacancy announcement. 

Nearest Major Market: Tallahassee