Requisition No: 829134 

Agency: Agency for Health Care Administration

Working Title: 68064469 - DISTRIBUTED COMPUTER SYSTEMS SPECIALIST

 Pay Plan: Career Service

Position Number: 68064469 

Salary: $1,391.49 - $1,481.94 biweekly 

Posting Closing Date: 05/14/2024 

Total Compensation Estimator Tool

AGENCY OVERVIEW:

The Agency for Health Care Administration is Florida's chief health policy and planning entity. The Agency is responsible for administering the Florida Medicaid program, the licensure and regulation of nearly 50,000 health care facilities, and empowering consumers through health care transparency initiatives.

Under the direction of Secretary Jason Weida, the Agency is focused on advancing Governor DeSantis’ vision for Florida’s health care system to be the most cost-effective, transparent, and high-quality health care system in the nation. Current Agency initiatives include implementing Florida’s groundbreaking Canadian Prescription Drug Importation Program, overhauling Florida’s healthcare technological ecosystem, and increasing insight in the cost of health care services.

AGENCY OBJECTIVES:

HIGH QUALITY:

Emphasizing quality in all that we do to improve health outcomes, always putting the individual first.

TRANSPARENT:

Supporting initiatives that promote transparency and empower consumers in making well informed healthcare decisions.

COST-EFFECTIVE:

Leveraging Florida’s buying power in delivering high quality care at the lowest cost to taxpayers.

POSITION OVERVIEW:

This is a highly responsible Help Desk support position within the Division of Information Technology. The incumbent is required to possess a level of experience and proficiency to conduct technical troubleshooting procedures with customers.

DUTIES:

Answer Help Desk requests and provide tier-one support in a high-volume response environment.

Record customer information in the Help Desk call tracking system.

Perform basic troubleshooting and escalate unresolved requests to the appropriate technician for resolution.

Monitor the Help Desk call tracking system and voice mail system.

Process electronic Network Access Form (eNAF) requests through the Help Desk tracking software in a timely fashion.

Maintain client information in the Help Desk call tracking software.

Monitor the CRM TPS system for HR termination orders.

The incumbent must be able to effectively communicate electronically and verbally with users experiencing technical support issues.

Must possess critical thinking skills in order to quickly determine issues, provide a solution, and document in the tracking system.

The Help Desk is open between the hours of 7:00 am and 5:30 pm, Monday through Friday, and requires flexible coverage.

Excellent customer service skills are required.

TOTAL COMPENSATION STATEMENT

Your Benefits are a significant part of your state compensation. The total compensation package could be anywhere from $47,032 - $56,638 annually. This position will be hired at the salary rate of $1,391.49 - $1,481.94 biweekly.

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 Group Insurance Coverage Options, including health, life, dental, vision, and other supplemental insurance options;

• Flexible Spending Accounts;

• State of Florida retirement options, including employer contributions;

• Generous annual and sick leave benefits;

• 9 paid holidays a year and 1 Personal Holiday each year;

• Career advancement opportunities;

• Tuition waiver for courses offered by Florida’s nationally ranked State University System;

• Training and professional development opportunities;

• And more!

To be considered for the position all applicants must:

Submit a complete and accurate applicant profile and/or resume necessary for qualifying, such as dates of service, reason for leaving, etc. In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on your applicant profile and/or resume (including military service, self-employment, job-related volunteer work, internships, part-time employment, etc.) and that gaps in employment are explained. Support of knowledge, skills, and abilities should be demonstrated on the applicant profile and/or resume, in the education, in the work experience, in the work sample, in the interview and/or during reference checks. Applicants who do not provide all information necessary to qualify, will not be considered for this position.

Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the Federal Bureau of Investigation.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Microsoft Office Applications.

• Knowledge of basic internet, cell phone, and computer software troubleshooting.

• Knowledge of basic terminology and procedures in the areas of computer hardware and software applications.

• Knowledge of Help Desk ticketing software or comparable programs.

• Ability to work in a training capacity with individuals.

• Ability to professionally communicate verbally and in writing.

• Ability to establish and maintain effective working relationships with others.

•Ability to effectively manage multiple tasks while meeting service level agreement timelines.

MINIMUM QUALIFICATIONS REQUIREMENTS

At least one year of customer service experience.

At least one year of experience troubleshooting technical computer issues.

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS

N/A

CONTACT: CHRYSTAL LARGENT (850) 412-4848

BACKGROUND SCREENING:

It is the policy of the Florida Agency for Health Care Administration 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.

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.