OFFICE AUTOMATION ANALYST - 60034400

Requisition No: 827779 

Agency: Children and Families

Working Title: OFFICE AUTOMATION ANALYST - 60034400

 Pay Plan: Career Service

Position Number: 60034400 

Salary:  $40, 350.96 

Posting Closing Date: 05/16/2024 

Total Compensation Estimator Tool

Working Title:  Entry Level Helpdesk Agent

Department of Children and Families

ANTICIPATED VACANCY

This is an Internal Agency Opportunity. This advertisement will be used to fill multiple vacancies. Only current DCF employees will be considered.

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.

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.
Minimum of one (1) year experience using the Florida System and knowledge in resolving Florida Case problems.
Minimum of one (1) year experience in a strategic customer service-oriented environment.

OTHER JOB-RELATED REQUIREMENTS
Overtime as needed with prior approval.

PREFERENCES
Preference will be given to those with 3 or more years using the Florida System.
Knowledge of customer call documentation and tracking system, such as a ticketing system.
Experience in a Help Desk/Call Center environment or ACCESS Program area.
Knowledge of the various computer hardware, software and networking systems.
Proficient in Microsoft Office Suite 2010 and 2013.
Proficient in Outlook and/or O365.

DESCRIPTION
This is a Tier 1 Help Desk position that primarily provides application support to the ACCESS Florida System and other ACCESS related assistance programs for the Department of Children and Families, other state agencies, private providers and other customers via phone, email and web support.
The ACCESS Help Desk is staffed in the office Monday through Friday 7:00 AM EST to 6:00 PM EST.
The selected candidate may be required to rotate an earlier shift on occasion when necessary.
This Help Desk consists of three components to include technical agents and application specific agents; applications being ACCESS Florida and Florida Safe Families Network (FSFN). This candidate is required to have experience with ACCESS Florida related programs, ie AMS, DVS, etc. Also, knowledge in resolving Florida Case problems and determining eligibility in the Florida Application.
This position is located in Tallahassee, Florida at the Headquarters Centre of Tallahassee building. Moving expenses are the responsibility of the chosen candidate and will not be reimbursed by the State of Florida. 

EXAMPLES OF WORK
Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.  Performs initial and advanced troubleshooting and, when possible, resolution for ACCESS Florida related program issues and requests.  Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.  Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data. Provide customers with courtesy and respect while working towards resolution to their issue or request.  Identifies complex incidents or requests and escalates to Team Lead, Supervisor or Tier 2/Tier 3 personnel as necessary.  Communicates effectively with the assignee regarding ticket referral and status of customer.  Communicates escalated assignment and ETA if available to the customer.
Maintains current knowledge of information technology related to ACCESS Florida related programs.
Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team.  Assists other Help Desk Teams upon request.
Tracks all tickets assigned to one’s self and ensures incident or request is being resolved within the SLA of the Department.  Keeps the customer informed of progress and status. Update, code, and close tickets as necessary.
Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES, including utilization of equipment, required for the position: Knowledge of Help Desk procedures; Knowledge of Department programs, systems and applications; Knowledge of security protocols including password security; Knowledge of Outlook and/or O365; Knowledge of DCF operating systems and the impact or interaction of the current operating system as it pertains to ACCESS Florida related programs;Ability to document with data integrity; Ability to sit at a desk for long periods of time (4-hours increments in an 8-hour day) with little mobility and few breaks;Ability to take back-to-back phone calls in a high-paced, high demand environment, Ability to work in a small space with a high number of other employees, Ability to work in a loud environment and remain undistracted; Ability to communicate clearly and accurately, oral and written; Ability to communicate technical information to non-technical personnel; Ability to exercise patience and professionalism during challenging situations Ability to establish and maintain effective working relationships with others; Ability to learn in a fast-paced environment; Ability to work independently;Ability to process and understand direction;  Dependability and reliability; Proficiency in troubleshooting ACCESS Florida related programs and resolving Florida Case problems and determining eligibility in the Florida Application; Proficiency in troubleshooting Microsoft Office Suite utilized by ACCESS Florida staff when working in Florida Systems; Effective Listening Exhibit a positive, customer friendly attitude; Strong analytical skills and advanced troubleshooting abilities; Attention to detail; Strong ability to maintain confidentiality; Professional attitude.

EXAMPLES OF JOB CHARACTERISTICS
Interacting with Computers- Utilizing software and applications, setting up functions and communicating through computer systems. Gathering Information Needed to Do the Job- Observing, receiving, and otherwise obtaining information from all relevant sources. Updating and Using Job-Relevant Knowledge- Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions.  Such as knowledge of Department programs, systems and applications as well as security protocols including password security.  Making Decisions and Solving Problems- Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution. Provide Consultation and Advice to Others- Providing consultation and expert advice to end users on technical, systems-related, or process related topics. Communicating with Other Workers- Providing information to end users, supervisors and fellow workers.  This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer. Maintain a Professional Attitude- Effectively manage time, display leadership, act in an ethical manner, show tenacity and determination, act and think creatively, appreciate diversity, focus on customer satisfaction, manage conflicts effectively and display emotional intelligence.  Dependability and Reliability- Being punctual, remaining productive, giving attention to detail and being able to manage and work assignments with little supervision. Maintain Confidentiality- Remaining informed of laws and regulations, not sharing information with people who do not need it, keeping written information in a safe place and not gossiping. 

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.  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.