Help Desk Analyst - 31001808

Requisition No: 850738 

Agency: Division of Emergency Management

Working Title: Help Desk Analyst - 31001808

 Pay Plan: CS Exempt (EOG)

Position Number: 31001808 

Salary:  $54,080.04 

Posting Closing Date: 04/23/2025 

Total Compensation Estimator Tool

Help Desk Analyst
Office of Information Technology & Management
State of Florida Division of Emergency Management
This position is located in Tallahassee, FL

The Florida Division of Emergency Management (FDEM) plans for and responds to both natural and man-made disasters.  These range from floods and hurricanes to incidents involving hazardous materials or nuclear power.  FDEM is the liaison between federal, state, and local agencies. FDEM prepares and implements a statewide Comprehensive Emergency Management Plan, routinely conducts extensive exercises to test state and county emergency response capabilities, provides technical assistance to local governments as they prepare emergency plans and procedures, as well as conducts emergency operations trainings for state and local government agencies.

FDEM serves as the lead agency for the State Emergency Response Team (SERT), whose primary goal is the coordination of the state’s efforts during disaster response and recovery. This coordination is conducted within the State Emergency Operations Center (SEOC) in Tallahassee. Additionally, FDEM manages the State Watch Office; the 24-hours a day operation tasked with providing situational awareness to stakeholders statewide. After a disaster, FDEM conducts damage assessment surveys and advises the Governor of the state of Florida on whether to declare an emergency and seek federal relief funds. It is against this backdrop that FDEM strives to demonstrate its mission of, “Coordinate, collaborate and communicate with our community stakeholders for a resilient Florida” along with our vision of, “Leading the Profession in building prepared and resilient communities”. 

Position Overview and Responsibilities:
This Information Technology Analyst serves as the first point of contact for computer users seeking assistance via case system, email, phone, or personal interactions. 

The duties for this position include:

• Troubleshoot issues remotely or in-person to identify and implement the best solutions.
• Collaborate with the Help Desk Manager to address intricate or unfamiliar technical challenges.
• Maintain detailed records of issues and resolutions within the Helpdesk case system.
• Install, configure, and support computer hardware, software, operating systems, printers, and scanners.
• Issue and receive IT equipment while ensuring proper documentation is completed.
• Assist with FDEM IT inventory requirements and ensure tracking accuracy.
• Monitor a state-issued cell phone at all times.
• Provide IT support during emergency activations and address any issues outside normal hours.
• Deploy with FDEM’s Mobil Command Vehicle (MCV) during activations to support field staff. During non-deployed periods, ensure MCV IT equipment remains updated, functional, and operational, reporting and troubleshooting issues as needed.
• Travel to remote sites to deliver IT support as part of the State Emergency Response Team (SERT).
• Work overtime, night shifts, and weekends as necessary.
• Perform additional tasks as assigned.

Knowledge, Skills, and Abilities:

• Proven familiarity with IT Helpdesk environments and procedures.
• Strong ability to troubleshoot and resolve computer and printer issues efficiently.
• Adept at diagnosing and addressing networking and server-related challenges.
• Tech-savvy with hands-on experience in office automation hardware and software, including operating systems and productivity tools.
• Exceptional communication skills and a customer-focused approach to delivering technical support.
• Self-starter capable of working autonomously without constant supervision.
• Skilled in prioritizing tasks, meeting deadlines, and maintaining a keen eye for detail.

Minimum Qualifications:

• Ability to lift up to 50 lbs. unassisted
• Valid driver’s license

Preferred Qualifications:

• CompTIA A+ certification or one year Helpdesk experience
• CompTIA Network+ and Security+

Special Notes:
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

The Division of Emergency Management is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. The Division appreciates the service and sacrifices made by veterans and their family members. Further, FDEM recognizes the immeasurable value veterans bring to the workplace and is committed to increasing the number of veterans that serve in its workforce.

The Division of Emergency Management is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes. An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the FDEM Human Resources Office at (850) 815-4177. FDEM requests applicants notify HR 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. 

Successful completion of background screening will be required for this position. 

The State of Florida and the Division of Emergency Management participate in E-Verify. This federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

In response to emergency events, Division of Emergency Management employees may be required to work irregular hours, to work more than 8 hours per day, to work extended periods (including weekends and holidays), to work at locations other than their official headquarters, and to perform duties in addition to those outlined in the employee’s position description. Employees must be able to deploy to emergency sites with limited advance notice.
 

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.