Requisition No: 841053 

Agency: Children and Families

Working Title: DISTRIBUTED COMPUTER SYSTEMS SPECIALIST - 60023760- Tampa Contact Call Center

 Pay Plan: Career Service

Position Number: 60023760 

Salary:  $37,264.00 minimum. The DCF Salary Policy will apply. 

Posting Closing Date: 11/24/2024 

Total Compensation Estimator Tool

THIS IS AN OPEN COMPETITIVE OPPURTUNITY

ANTICIPATED VACANCY

Department of Children and Families

DISTRIBUTED COMPUTER SYSTEMS SPECIALIST – ESS Program Tampa Contact Call Center

This is a Career Service type of position.

This is a full-time position working 40 hours per week.

Salary: $37,264.00 minimum. The DCF Salary Policy will apply.

This is NOT a telework position.  The selected candidate must work in the office.

Location: 9393 N. Florida Avenue, Florida 33612.

REQUIRED QUALIFICATIONS:

• Experience in technical hardware and software.
• Experience supporting Windows 10 or newer operating system and compatible applications.
• Experience in an IT Support Environment.
• Be able to sit, squat, bend, kneel in small or confined spaces to conduct work assignments.
• Be able to lift up to 25 pounds to conduct work assignments.
   

Preference given to candidates with experience in:

• CompTIAA+, CompTIANetwork, CompTIASecurity.
• Experience working within a call center providing support services.
• Experience with email systems.
• Experience working with ticketing system applications.
• Experience working in a fast-paced Customer Service Oriented environment.
   

DESCRIPTION
This position is located in Tampa in the Economic Self-Sufficiency Program Statewide Customer Call Center.

This is an IT Desktop Support position that primarily provides Hardware & Software Support to users within the Department of Children and Families, which includes Desktop, Infrastructure and Security. This is work installing, configuring, and supporting an organization's local area network (LAN), wide area network (WAN), and Internet system or a segment of a network system. Incumbents maintain network hardware and software, monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability. Incumbents may also supervise and/or assist other network support and client server specialists to plan, coordinate, and implement network security measures.

Standard support coverage is Monday through Friday, 8:00 AM EST to 5:30 PM EST.  However, hours may fluctuate and/or include weekends and evenings on occasion.

JOB DUTIES AND RESPONSIBILITIES:

• Monitor ticket queues for incidents and requests and respond with knowledgeable support in efforts to find resolution in a timely manner. Install and configure applications such as softphone and Office 365. Maintain, troubleshoot, and repair hardware including docks, laptops, monitors, and network printers. Image and maintain operating systems in a Windows environment. Install and configure drivers and troubleshoot hardware accessories such as USB headsets.
• Close tickets with accurate, sufficient information, escalate appropriately, and communicate effectively with co-workers, other business units and leadership on ticket ETAs and expected resolutions.
• Cross train to learn multiple applications, hardware platforms and systems.  
• Provide system users with optimal customer service, work cooperatively as a team player with other support personnel and maintain a good attitude that is conducive to the goal of the team.
• Develops and implements plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
• Coordinates implementation of computer system plan with establishment personnel and outside vendors.
• Tests data processing system to ensure accurate and efficient functioning of data processing activities and security measures.
• Modifies computer security files to incorporate new software, correct errors, or change individual access status.
• Confers with personnel to discuss issues such as computer data access needs, security violations, and programming changes.
• Monitors use of data files and regulates access to safeguard information in computer files.
• Writes reports to document computer security and emergency measures policies,
• procedures, and test results.
• Monitors system performance and equipment capacity requirements.
• Conducts survey to determine user needs.
• Assists users to identify and solve data communication problems.
• Trains users in proper use of equipment.
• Tests navigation and functionality within and between web pages and sites.
• Coordinates with programming staff to insure interface between web page and databases.
   

EXAMPLES OF JOB CHARACTERISTICS

Interacting With Computers

Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems.

Provide Consultation and Advice to Others

Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.

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.

Getting Information Needed to Do the Job

Observing, receiving, and otherwise obtaining information from all relevant sources.

Documenting/Recording Information

Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.

Developing Objectives and Strategies

Establishing long range objectives and specifying the strategies and actions to achieve these objectives.

Monitor Processes, Material, Surroundings

Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.

Identifying Objects, Actions, and Events

Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.

Inspecting Equipment, Structures, Material

Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.

Drafting and Specifying Technical Devices, etc.

Providing documentation, detailed instructions, drawings, or specifications to inform others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

Handling and Moving Objects

Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Knowledge of ticketing system applications
• Knowledge of email systems
• Knowledge of technical hardware and software
• Skill supporting Windows 10 or newer operating system and compatible applications
• Skill in an IT Support Environment
• Skills with VOIP systems
• Ability to work in a fast-paced Customer Service Oriented environment
• Ability to work within Call Center environments
   

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.
Vision:  We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.
Values:  A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.
To learn more please visit https://www.myflfamilies.com/

Growth Opportunities:

With 12,000 employees across the state DCF promotes opportunities and training for all.  Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

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:

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts;
• Tuition waivers;
• And more!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. 
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• This position is designated as an essential position.  Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

DCF EMPLOYMENT DISCLOSURES

1. The Department of Children and Families is a tobacco-free environment.
2. US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.
3. SELECTIVE SERVICE SYSTEM REGISTRATION 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.
4. RETIREE NOTICE 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.
5. BACKGROUND SCREENING 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, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S.  No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.  Background screening 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.
6. BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

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.