SENIOR HELP DESK TECHNICIAN

Requisition No: 841240 

Agency: Florida Gaming Control Commission

Working Title: SENIOR HELP DESK TECHNICIAN

 Pay Plan: Career Service

Position Number: 41500056 

Salary:  $55,000 - $63,700 

Posting Closing Date: 11/29/2024 

Total Compensation Estimator Tool

Florida Gaming Control Commission

Office of Information Technology

Class Title: Systems Project Analyst

(WT: Senior Help Desk Technician)
Position Number: 41500056

Hiring Salary: $55,000.00 - $63,700.00

*Anticipated Vacancy*  

Overview:

The Florida Gaming Control Commission ("Commission") is a five-member commission appointed by the Governor. The Commission is charged with investigating and enforcing Florida pari-mutuel and gaming statutes and rules.

The Commission is searching for a Help Desk technician to support our growing agency, infrastructure, and IT team. This role will report directly to the Help Desk/Infrastructure Support Manager and will support offices throughout Florida. This position may require moderate travel (personal vehicle) and the ability to lift up to 50 lbs.

This position will deliver desktop support, manage identity in Azure Active Directory, manage devices in Microsoft Intune and Teams, maintain Microsoft 365 services, and provide network support.

Position Responsibilities:

• Provide technical support for most technical issues while empowering users to solve their own issues as much as possible.
• Set up equipment (typically desktops and laptops) for employee use, performing or ensuring proper cable management, operating systems, or appropriate software.
• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities through ticketing system and knowledge repositories.
• Follow up on outstanding requests and ensure timely resolution.
• Document and report any recurring or significant issues to the Help Desk Manger to drive process improvement.
• Create accounts and configure hardware as part of the onboarding process for new employees.
• Provide user account support, including password resets and troubleshooting authentication issues.
• Manage and monitor internal assets to ensure accurate inventory records.
• Research solutions through technical manuals, online support, consulting with users, or conducting diagnostics tests to investigate and resolve problems, providing technical assistance or support.
• Develop training materials and procedures for end users on the proper use of hardware or software.
• Perform routine system checks and maintenance tasks to identify and mitigate issues before they impact users.
• Assist in deploying and updating software or system configurations using Microsoft Intune.
• Act as team lead, relaying managerial guidance, priorities, and updates to the team.
• Mentors Junior Help Desk staff members, offering guidance on troubleshooting techniques, customer service, and constructive feedback.
• Develops and conduct training sessions on new tools and best practices.
• Review and improve existing documentation and workflows to enhance efficiency and response time.
• Maintain inventory of IT assets and help promote and maintain a clean server room and IT environment at all sites.
• Perform routine maintenance around reports, labels, and other documentation required by operations.
• Provide proactive and reactive support to all end users by addressing assigned help desk incidents.
• Provide operational support for the organization's information systems and peripheral equipment, such as servers, printers, storage devices, mobile devices, network devices, and VoIP or Collaboration solutions.
• Set up and support remote users’ connectivity.
• Support and administer telephony and its infrastructure.
• Moderate travel to the other sites within Florida to complete any necessary IT system work and end-user support.

Required Knowledge, Skills & Abilities:  

• Knowledge of principles and processes involved in business and organizational planning, coordination, and execution.
• Knowledge of security principles and processes.
• Knowledge of cloud computing and cloud-based infrastructure.
• Knowledge of current trends and State of Florida initiatives in the area of management information systems.
• Ability to communicate information technology issues effectively with non-technical users.
• Ability to manage large scale technology projects.
• Ability to manage vendors and team members.
• Skilled in oral and written communication.
• Ability to manage, lead, direct, coordinate, and supervise the work of staff.
• Provide leadership, mentorship, and collaboration skills.
• Attention to detail and strong organizational skills.

Minimum Requirements:

• 2 years of experience supporting desktop applications, Active Directory/Azure AD, Office 365, desktop hardware and software.
• Good working knowledge of current operating systems, Active Directory /Azure AD, Microsoft Intune, Microsoft Teams, Office 365, and Cloud services.

The incumbent must be:

• Reliable and dependable.
• Strong skills in problem-solving and critical thinking.
• Excellent time management skills and ability to manage multiple tasks.
• Proven interpersonal and communication skills.
• The ability to work with all levels of employees in a professional manner.
• Excellent analytical and decision-making abilities.
• Detail Oriented.
• Highly Adaptable.
• Experience with Windows Operating Systems.
• Understanding of networking concepts (DHCP, IP addressing, DNS, subnets, VLANs, etc.) and the use of common network troubleshooting tools such as ping, tracers, etc.
• Sufficient experience in the Duties & Responsibilities described above can be considered to satisfy any of the minimum requirements.

*** Applicants must complete all fields in the Candidate Profile. Work history with month and year, hours worked, and formal education are required to qualify for this position. Responses to Qualifying questions must be verifiable in the Candidate Profile. Resumes and other documentation can be attached to provide additional information.***

Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. The state offers a comprehensive compensation package for employees that features a highly competitive set of benefits including:

• Low premium health, dental, vision, life, and supplemental coverage options!
• Paid personal time that includes annual leave, sick leave, nine paid holidays, and one personal holiday!
• Paid administrative leave for mentoring, volunteering, voting, and more!
• Family planning support that includes adoption benefits and paid/unpaid leave options for family and medical responsibilities!
• Retirement plans that include employer contributions (For more information, visit www.myfrs.com)!
• Deferred compensation plans!
• FREE basic life insurance plus additional options for you, your spouse, and children!
• Flexible Spending Accounts!
• Tuition waivers that allow eligible employees to take up to six credit hours per semester, tuition free at any state university or state college!

IMPORTANT NOTICES:

• The Florida Gaming Control Commission has employment restrictions for all commission employees referenced in sections 16.713 and 16.715, Florida Statutes.
• This position requires a security background check and/or drug screening as a condition of employment and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and/or State Issued Photo Identification to conduct this background check.

Applicants are required to apply online through the People First system by the closing date.  All required documentation must be received by the closing date of the advertisement.  If you have any questions regarding your application, you may call 1-877-562-7287.

Special Reminders:

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless 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.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS to see 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 your retirement date.

We hire only U.S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System, a federal government electronic database that allows employers to verify the identity and employment eligibility of all persons hired to work in the United States.

 The Florida Gaming Control Commission is committed

to increase recruitment and hiring of individuals with disabilities and improve employment outcomes.

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.