SYSTEMS PROGRAMMING CONSULTANT - 79001502

Requisition No: 838207 

Agency: Business and Professional Regulations

Working Title: SYSTEMS PROGRAMMING CONSULTANT - 79001502

 Pay Plan: Career Service

Position Number: 79001502 

Salary:  2,166.57 - 2,692.31 Bi-Weekly 

Posting Closing Date: 10/08/2024 

Total Compensation Estimator Tool

DIVISION OF TECHNOLOGY
SYSTEMS PROGRAMMING CONSULTANT (Senior Helpdesk Technician)
Position Number: 79001502
Hiring Salary: $2,166.57 - $2,692.31 Bi-weekly

*OPEN COMPETITIVE*

Our Organization and Mission: 

The Division of Technology is dedicated to leveraging innovation, collaboration, and efficiency to empower progress, enhance digital infrastructure, and ensure technological advancements benefit society as a whole.

The Work You Will Do: 

This Senior Helpdesk Technician is responsible for providing advanced technical support to end-users by troubleshooting and resolving complex issues related to hardware, software, and networks. They manage escalated incidents and service requests, mentor junior technicians, and maintain documentation for troubleshooting steps and solutions. Additionally, they contribute to system administration, user training, asset management, and continuous improvement efforts, ensuring efficient operations and exceptional customer service. Overall, their role encompasses technical expertise, leadership, documentation, and collaboration to support end-users and optimize Information Technology (IT) services.
 

Your Specific Responsibilities: 

• Provide advanced technical support to end-users, both remotely and in person. Troubleshoot and resolve complex hardware, software, and network issues efficiently and effectively. Respond to and manage escalated technical incidents and service requests. Prioritize and triage tickets, ensuring timely resolution and adherence to policy and procedures. Provide exceptional customer service and ensure end-users receive prompt and courteous support. Maintain a positive and professional attitude when interacting with users, even in challenging situations.
• Assist in the administration and maintenance of IT infrastructure, including end user devices, mobile devices, and user accounts. Implement security measures and access controls to protect sensitive data and resources. Collaborate with other IT teams, such as network administrators, system administrators, and software developers, to resolve complex issues and implement integrated solutions. Manage and track hardware and software assets. Conduct periodic audits to ensure accurate inventory records and proper allocation of resources.
• Stay updated with the latest industry trends, technologies, and best practices. Identify opportunities for process improvements and recommend enhancements to streamline support operations. Collaborate with external vendors and service providers to resolve issues, coordinate repairs, and implement upgrades. Ensure effective communication and adherence to service agreements.
• Provide guidance and mentorship to junior helpdesk technicians. Share knowledge, best practices, and troubleshooting techniques to enhance the team's technical skills and capabilities. Conduct training sessions or create training materials to educate end-users on technology-related topics, such as new software applications, security practices, and self-help resources.
• Maintain accurate and up-to-date documentation of troubleshooting steps, known issues, and solutions in a knowledge base. Contribute to the creation of user manuals, guides, and FAQs for internal and external use. Generate reports and analyze support metrics to identify trends, patterns, and areas for improvement. Present findings to management and make recommendations to optimize support services.
• Supports assigned IT projects from inception to full completion. Performs research as needed and develops efficient plan(s) that bring help accomplish the desired goal(s). Utilizes proper time management and project follow-through.
• Performs related work as required. 

Knowledge, Skills & Abilities:

• Ability to lift a minimum of 50 pounds, climb a ladder and stoop to the floor to install cables.
• Ability to operate telephone and computer systems.
• Ability to work as liaison between customer, vendors, and management.
• Knowledge of basic network architecture and equipment.
• Ability to install operating system images, applications and updates through a deployment tool such as SCCM, PDQ or Intune.
• Knowledge and experience troubleshooting versions of Microsoft Windows and Office released in the last 10 years.
• Experience installing, configuring, and maintaining Windows desktop operating systems.
• Ability to plan, organize and coordinate work assignments.
• Ability to maintain yearly certifications for warranty work.
• Excellent customer service and communication skills.
• Ability to work after hours as needed.

Minimum Requirements: 

• Six (6) years of experience working in an Information Technology Support role in a professional environment; and
• A bachelor’s or post graduate degree from an accredited college or university in Computer Science, Management Information Systems, Computer Engineering, or a related field can substitute for years of work experience on a year-for-year basis. Any combination of related education and related work experience can be used, but it must total at least six (6) years. 
• Ability to lift a minimum of 50 pounds, climb a ladder and stoop to the floor to install cables; and
• Have earned at least one IT industry certification such as CompTIA A+, CompTIA Network+, CompTIA Sec+, or equivalent or must be able to obtain at least one of these certifications within one year of employment; and
• Ability to travel when needed, including overnight if required; and
• Valid Driver License.

***Applicants must complete all fields in the Candidate Profile. Work history, 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.***

The Benefits of Working for the State of Florida:

 “Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday.
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University.

For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com

Applicant Note: If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.  
NOTE: This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.
 
Applicants are required to apply through the People First system by the closing date, by applying online.  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.

The Florida Department of Business & Professional Regulation is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes.  
 

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at (850) 487-2074. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

SPECIAL REMINDERS:
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 .

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 canceled, suspended or deemed ineligible depending upon the date of your retirement.
 

The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support the hiring of returning service members and military spouses. 
 

A candidate for veterans’ preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans’ Affairs, Veterans’ Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans’ Affairs has also established an email where people can electronically file claims or ask questions. The email is veteranspreference@fdva.state.fl.us.

The Department of Business and Professional Regulation will only hire U. S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States. 

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.