OPERATIONS ANALYST I - 71000534 1

Requisition No: 855992 

Agency: Department of Law Enforcement

Working Title: OPERATIONS ANALYST I - 71000534 1

 Pay Plan: Career Service

Position Number: 71000534 

Salary:  $44,775.00 

Posting Closing Date: 07/14/2025 

Total Compensation Estimator Tool

OPERATIONS ANALYST I

INFORMATION TECHNOLOGY SERVICES

CUSTOMER SERVICE ADMINISTRATION CENTER/CUSTOMER SUPPORT

**Open-Competitive Opportunity**

POSITION SUMMARY: 

This position is located in the Information Technology Services Division, Customer Support. Customer Support is a 24 hour/7 days a week call center, wherein the incumbent in this position will assist in the support of FDLE members, the general public and all law enforcement entities state wide on the Criminal Justice Network (CJNet). The position reports to a shift supervisor and falls under the Data Processing Manager of the area.

SPECIAL NOTES:

This is a 40 hour per week position and the individual in this position will work occasional weekends and major holidays in rotation with other staff members on their shift.  The shifts are daytime shift (7:00am – 3:00pm), evening shift (3:00pm – 11:00pm), and the midnight shift (11:00pm – 7:00am). Members do not work multiple different shifts and are hired for the specific shift (day, evening or midnight). The individual for this position will be hired for the day shift.

DUTIES & RESPONSIBILITIES:

Specific duties include:

• Answering telephones and incoming email requests, and providing assistance to incoming callers;
• Documenting all requests for assistance in the ticketing and tracking system;
• Troubleshooting and analyzing first level hardware and software issues for various applications and products FDLE supports;
• Monitoring FCIC/NCIC command terminals and Client services mailbox, and taking appropriate action as needed in a timely manner;
• Utilizing network monitoring tools to detect circuit outages and initiating troubleshooting steps as required to maintain high availability of service; and
• Other duties such as, real-time assistance to other staff responding to customer queries and calls for assistance, training, necessary documentation, etc.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of computer hardware and software terminology;
• Knowledge of basic network terminology and standards;
• Knowledge of telecommunications principles, equipment, procedures, and terminology;
• Knowledge of Windows 10/11;
• Knowledge of problem-solving techniques;
• Knowledge of desktop ticketing solutions;
• Knowledge of computers and software;
• Ability to work in a team environment;
• Ability to process information logically and solve multi-level problems;
• Ability to interpret and respond to computer error messages;
• Ability to identify and define user task needs;
• Ability to communicate effectively; and
• Ability to plan, organize, and coordinate work assignments.

Note: 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.

BASE SALARY:

• $44,775.00

HOW YOU WILL GROW:

FDLE recognizes the importance of growth and success while fostering a family-oriented work environment. We encourage our members to seek opportunities for professional growth through training, team building, and mentoring. Our four Fundamental Values of Service, Integrity, Respect and Quality will guide you as you embark on a lifelong career at FDLE.

OUR SALARY & BENEFITS:

Starting salary will be the minimum of the class pay range, unless otherwise dictated by FDLE’s pay policy. FDLE is a State of Florida Employer and offers a comprehensive benefits package, including:

• State of Florida Tuition Waiver Program;
• Paid holidays, vacation and sick leave;
• HMO and PPO health insurance options with premiums starting as low as $50 per month;
• $25,000 in automatic life insurance coverage;
• Multiple supplemental insurance options including: dental, vision, disability and more;
• Paid maternity leave and parental leave following the birth or adoption of a child;
• Pension and investment retirement plan options; and
• Tax deferred medical and child care reimbursement accounts.

ABOUT OUR AGENCY:

The Florida Department of Law Enforcement (FDLE) employs more than 2,000 members statewide – either at headquarters in Tallahassee or in one of seven regional operations centers (ROCs). Our mission is to promote public safety and strengthen domestic security. Click here for additional information about FDLE.

HIRING PROCESS:

You will be evaluated for this job based on your previous knowledge and experience. Additional reviews may be performed to screen for preferred qualifications, experience and education. Your qualifications will be based on knowledge, skills, and abilities and other elements relevant to this position supported by the information in your application. Qualifying questions will only be credited if verifiable by the information provided on your application including specifically required software/computer skills. You may be contacted to participate in a selection process which may consist of written exercises, work samples, skills tests, interviews, drug screen and fingerprinting.  You may be notified by email to participate in a selection process. Failure to reply within a designated timeframe may exclude you from further consideration. Future vacancies may be filled from this position advertisement.

BACKGROUND:

FDLE requires an extensive background process of all recommended applicants. The elements of a background include: financial credit check, criminal history of applicant and applicant’s immediate family or roommates, personal references, employment and education verifications (which includes official transcript(s)), drug screen and fingerprinting.  This information will be utilized to make the final hiring decision.

NOTES:

Preference will be given to current FDLE members who have satisfactorily completed at least six months of the probationary period for their current position.

REMINDERS:

1. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov.
2. 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 cancelled, suspended, or deemed ineligible depending upon the date of your retirement. 

The State of Florida hires only U.S. citizens and lawfully authorized alien workers.

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.