NETWORK SYSTEMS ANALYST - 60000286

Requisition No: 865731 

Agency: Children and Families

Working Title: NETWORK SYSTEMS ANALYST - 60000286

 Pay Plan: Career Service

Position Number: 60000286 

Salary:  $45,000.00 to $50,000.00 

Posting Closing Date: 12/01/2025 

Total Compensation Estimator Tool

Network Systems Analyst

Working Title: Voice Systems Analyst (Telecom and Call Center Support)

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

This position works in office full time.

SPECIAL NOTES

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: http://www.sss.gov.

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.

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM, with overtime and on-call as required.
Work Location: DCF Headquarters, Tallahassee, FL.

REQUIREMENTS:

Responses to qualifying questions concerning education, experience, knowledge, skills and/or abilities for this position must be verifiable by documentation provided (candidate profile AND resume (if one is attached) through the electronic application process. Putting “see resume” does not substitute for completing all sections of the Candidate Profile. Candidates with incomplete candidate profiles may not receive employment consideration.

Bachelor’s Degree in Telecommunications or Related field

OR

Minimum 1 year of experience supporting and troubleshooting VoIP, DID, SIP, or other telephony technologies.

OR

Minimum 2 years in a technical support position, i.e. desktop support, help desk or network environment with experience in telephony, network or contact center troubleshooting.

Minimum 1 year of experience with Microsoft Outlook, Teams, Visio and other MS Tools.

Ability to work effectively in a high-stress, fast-paced technical environment.

Excellent communication and customer service skills.

PREFERENCES

Certification in Network + or A+ from CompTIA or in CCNA.

Experience with contact center or workforce management systems (e.g., Avaya, Verint, Genesys, Calabrio, etc.).

Understanding of VoIP and SIP protocols and their interaction with network infrastructure.

Experience collaborating with vendors or service providers to resolve technical telephony issues.

Experience supporting Voice over IP (VoIP) systems in an enterprise or call center environment.

Experience troubleshooting or configuring SIP trunks, DID numbers, and/or call routing.

DESCRIPTION:

This position serves as a Telephony and Call Center Systems Analyst supporting DCF’s statewide enterprise voice and call center technologies. It focuses on administration, configuration, and daily operational support of the Department’s VoIP systems, SIP trunks, call routing, and contact center platforms.

Note: This is not a traditional network role. The position requires working knowledge of networking principles as they relate to voice and call center systems.

The incumbent provides technical support to OITS and call center operations, including the DCF Abuse Hotline and other statewide units using telephony technologies. The position requires a proactive, customer-focused individual with the ability to troubleshoot voice issues, coordinate with vendors, and ensure uptime and call quality in a 24/7/365 environment.

A successful candidate for this position will need to be organized, thorough and great attention to detail. 

This position will require on-call and overtime as needed.

EXAMPLES OF WORK:

Administer, configure, and support DCF’s enterprise telephony systems, including VoIP, SIP, DID, SMS, and contact center technologies.

Monitor and maintain performance of call center solutions; coordinate with vendors, manufacturers, and IT teams to resolve issues.

Assist with design and deployment of new telephony features or call routing structures for statewide call centers.

Create and maintain detailed documentation, including configuration guides, station audits, and troubleshooting records.

Provide technical support and consultation to business units on new or existing voice solutions.

Perform system maintenance, software updates, and user administration (phone IDs, extensions, softphones, and headsets).

Collaborate with Help Desk, Desktop Support, and Network teams to ensure integrated functionality across platforms.

Participate in on-call rotation and perform after-hours support as needed.

Performs other related work as required.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of Voice over IP (VoIP) and call center technologies.

Familiarity with telephony system administration and Windows 10/11.

Strong analytical, troubleshooting, and documentation skills.

Ability to communicate technical information clearly to technical and non-technical users.

Positive attitude and commitment to providing outstanding service

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.