SENIOR USER SUPPORT ANALYST - 22008229

Requisition No: 837846 

Agency: State Courts System

Working Title: SENIOR USER SUPPORT ANALYST - 22008229

 Pay Plan: State Courts System

Position Number: 22008229 

Salary:  $47,663.37 Annually 

Posting Closing Date: 10/04/2024 

Total Compensation Estimator Tool

Position Title
Senior User Support Analyst

Job Location
Office of the State Courts Administrator, 500 South Duval Street, Tallahassee, Florida

Salary Range
$47,663.37 Annually

Job Description
The Senior User Support Analyst position provides daily technical hardware and software support for the Office of the State Court's Administrator (OSCA) end users, as well as System Administrators and other technical staff at the District and Trail Court level. The purpose of this position is to be an initial technical support contact person who can troubleshoot and resolve common hardware and software workstation technical problems, install work-related software applications, work internally with other Office of Information Technology (OIT) staff to escalate technical issues as required, and to ensure that the security and integrity of OSCA data remains intact. This position also serves as a lead technical support person for the OSCA and provides training to the other OSCA user support analysts as needed. This position will also respond to system wide outages as needed. This position requires occasional travel to assist with event technology needs.

Examples of Work Performed:

-Deploy and maintain hardware and software at the workstation level.

-Work technical end user hardware and software issues early in their detection to effect rapid restore time for users. This can include network connectivity, workstations, telephony, mobile devices, and other peripheral computer components. Regularly update tickets in the ticketing system. 

-Create and manage Active Directory user accounts, email accounts, and distribution lists.

-Detect, analyze, and escalate medium to large scale system outages.

-Work as a team member on projects and restoration.

-Open tickets with hardware vendors for repair and support requests.

-Provide support to technical staff at the District and Trial court level.

-Develop and provide IT training to end users and other technical staff.

Education and Training Guidelines
-Bachelor’s degree in computer science, information technology, or a closely related field.

Additional relevant experience may substitute for the recommended educational level on a year-for-year basis.  

-Two years of related work experience.

Additional relevant education may substitute for the recommended experience on a year-for-year basis, excluding supervisory experience.

Competencies
-Knowledge of and ability to install, troubleshoot, and repair end user computer hardware and peripherals, software applications, and connectivity.

-Knowledge of modern operating systems and desktop applications.

-Some knowledge of Microsoft server environment and related administrative tasks.

-Knowledge of basic network connectivity.

Special Comments
The Florida State Courts System offers a comprehensive selection of State of Florida employee benefits: membership in the Florida Retirement System, optional enrollment in a subsidized Health insurance plan, optional enrollment in Life, Dental, and Disability insurance plans, and paid term life insurance.

The Florida State Courts System is a criminal justice agency. The successful applicant will be fingerprinted for the purpose of conducting a criminal history record check. Employment in this position is contingent upon a satisfactory criminal background check.

In accordance with Section 110.205(2)(c), Florida Statutes, positions with the Florida State Courts System (judicial branch) are not covered under the Career Service System.

How to Apply
Submit a current and complete online State Employment Profile Application through the People First State of Florida Jobs website, view the State Courts System page at https://jobs.myflorida.com/go/State-Courts-System/2814300. 

An application must be submitted for the position listing the appropriate class title and position number for which you are applying. Your application must be received by 11:59 p.m. on the closing date.

When using the People First State of Florida Jobs website to apply and assistance is needed with using the system, contact the People First Service Center by phone at 1-866-663-4735.

To learn more about the Florida State Courts System visit its website at https://www.flcourts.gov/. 

The successful applicant will be subject to a criminal background check.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, sex or gender, religion or creed, national origin, age, marital status, genetic, disability, or political opinions or affiliations.

If you need an accommodation to participate in the application or selection process, please call the contact person at the contact information indicated for each respective position.

Persons using a TTY or TDD may call the contact person through the FLORIDA RELAY SERVICE: Voice is 1-800-955-8770, TDD is 1-800-955-8771, NATIONAL RELAY SERVICE is 711.

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.