DISTRIBUTED COMPUTER SYSTEMS SPECIALIST (WORKING TITLE: HELP DESK SPECIALIST) - 43004779

Requisition No: 847231 

Agency: Financial Services

Working Title: DISTRIBUTED COMPUTER SYSTEMS SPECIALIST (WORKING TITLE: HELP DESK SPECIALIST) - 43004779

 Pay Plan: Career Service

Position Number: 43004779 

Salary:  $37,264.08 - $45,000.00 

Posting Closing Date: 03/06/2025 

Total Compensation Estimator Tool

*****OPEN COMPETITIVE EMPLOYMENT OPPORTUNITY*****

CLASS TITLE: DISTRIBUTED COMPUTER SYSTEMS SPECIALIST

WORKING TITLE: HELP DESK SPECIALIST

DIVISION: OFFICE OF INFORMATION TECHNOLOGY

BUREAU: DISTRIBUTED INFRASTRUCTURE – HELP DESK SERVICES

CITY: TALLAHASSEE

COUNTY: LEON

SPECIAL NOTES:

Two (2) years of professional work experience in Computer Science or Information Technology-related field, such as cybersecurity, programming, computer science, engineering or similar is required. An associate’s degree in Computer Science, Software Engineering, Information Technology, or related field may be used as an alternative for the years of required experience.

Additional requirements:

• One (1) year experience working in a fast-paced customer service environment.
• Proficient in the use of Microsoft Windows 11 and Office 365.
• Basic understanding of local area networks.
• Ability to follow office procedures and practices.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document workflow and other activities relating to the improvement of operational and management practices.
• Ability to analyze complex technical problems and do abstract problem solving.
• Ability to organize physical and electronic files and other records.

Preferences:

• Knowledge of Change Management procedures, policies, and best practices
• Experience with web development tools; HTML and SharePoint
• Knowledge and experience with computer system, LAN and mainframe environments.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework, best practices, and standards
• Basic knowledge and understanding of Help Desk tracking systems.

Background check and fingerprints required. 

This position may be required to occasionally perform other duties other than those listed on the position description.

Salary Range: $37,264.08 - $45,000.00

Employees of the Department of Financial Services are paid on a monthly pay cycle.

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.

Minimum Qualifications for this position include the following REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge and experience with customer service

Knowledge of personal computers and general office equipment.

Basic understanding of local area networks. (LAN)

Ability to follow office procedures and practices.

Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of operational and management practices.

Knowledge of techniques for effectively dealing with people.

Ability to communicate effectively both verbally and in writing.

Ability to establish and maintain effective working relationships with others.

Ability to receive and carry out assignments in a timely manner.

Ability to analyze complex technical problems and do abstract problem solving.

Ability to organize physical and electronic files and other records.

OTHER KSAs (Incumbent may learn on job):

• Knowledge of Change Management procedures, policies, and best practices.
• Experience with web development tools; HTML and SharePoint.
• Knowledge and experience with computer systems, LAN, and mainframe environments.
• Ability to provide quality customer service; includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework, best practices, and standards.
• Basic knowledge and understanding of Help Desk tracking systems.  Skilled in the BMC Remedy suite.

BRIEF DESCRIPTION OF DUTIES:

This is a technical and customer service-oriented position that involves:

Providing First Level contact and resolution for all users with hardware, software, and application problems.  Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases.

Analyze, resolve, and document hardware, software, and communication problems using technical troubleshooting processes to limit down time.

Provide accurate and timely logging of all Help Desk inquiries/problems and resolution for problems in a tracking system.

Act as a liaison between customers and internal support staff to ensure accurate problem interpretation.  Maintain communications with customers during the problem resolution process.

Review and update Help Desk documentation as assigned.

Gather and input data for regular reports distributed by OIT Help Desk.

Maintain industry Help/Service Desk and customer support process and services knowledge.

Assist and collaborate with peers on developing quality improvements to DIS services, products, and processes.  Participate in work groups and special projects assigned.

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 canceled, suspended, or deemed ineligible depending upon the date of your retirement.

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