Requisition No: 827095 

Agency: Commerce

Working Title: 827095 - DISTRIBUTED COMPUTER SYSTEMS ANALYST II - 40000072

 Pay Plan: Career Service

Position Number: 40000072 

Salary: $44,000-$50,000 Annually 

Posting Closing Date: 04/18/2024 

Total Compensation Estimator Tool

Our Organization and Mission:

FloridaCommerce works across the state to support Florida’s economy, robust and talented workforce, and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters.

In collaboration with our partners, we salute our nation’s veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply at FloridaCommerce for positions that fit their skill sets. 

FloridaCommerce is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service – 711.)

Let our mission become yours. To find out more about us, click on the link: http://www.floridajobs.org/

The Work You Will Do:

The Distributed Computer Systems Analyst II is a member of the Service Desk team and provides support for users and computer systems both in-person and remotely, to include but not limited to: FloridaCommerce systems, Network/Communication, Software, Hardware (i.e.: desktop computers, printers, peripherals), and Mobile Devices. The incumbent in this position will work on special projects and also provide customer support services, and other duties as required.

The Difference You Will Make:

FloridaCommerce is a fast-paced work environment in which critical thinking and commitment to serving the citizens of Florida is vital to the Agency’s vision. As a member of the Division of Information Technology, you will help to support the Agency goals through providing affordable, reliable, effective, and secure technology services.

How You Will Grow:

FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee:

• Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities.
• Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.
• Provides information clearly, accurately, and succinctly; and exhibits good listening skills.
• Works collaboratively to optimize the effectiveness of FloridaCommerce’s available resources and tools.
• Uses knowledge acquired through education, training, or experience to complete tasks.

The Division of Information Technology provides its staff with access to resources and trainings provided by the following:

• Pluralsight
• CBT Nuggets
• Gartner
• Microsoft

These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

Where You Will Work:

Tallahassee is Florida’s Capital City and continues to grow by attracting development and new businesses. Tallahassee is a mid-sized city in the heart of Florida’s Big Bend. FloridaCommerce’s main office is in Downtown Tallahassee, the political epicenter that draws in visitors each year to visit the state’s Capitol. Each spring, the legislative session opens, and people pour in to see the Florida Legislature perform business and approve the state’s annual budget. Being in Tallahassee will guarantee you a unique experience, professional growth, entertainment, and culture. Tallahassee is:

• Known for its beautiful parks, rolling hills and oak trees, canopied roads, hotels, dining, museums, arts, music, and natural resources (https://talgov.com/ )
• Home to major college campuses, Florida State University (FSU), Florida A & M University (FAMU) and Tallahassee Community College (TCC).
• Approximately 22 miles from the nearest beach ( https://choosetallahassee.com/beaches-near-tallahassee/ )

• Within a state having no state income tax for residents of Florida

WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

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

* We care about the success of our employees.

* We are always improving our technology, our tools, our customer’s experiences, and ourselves.

* A rewarding experience for reliable, compassionate, and professional employees.

Pay:

$44,000 – $50,000 Annually

Your Specific Responsibilities:

• Monitors the Cisco Agent Desktop software during work hours and serves as a backup phone coverage as necessary.
• Takes ownership of escalated issues by logging each into the department’s service ticket tracking system, accepting issues, resolving or forwarding assigned issues, and monitoring for completion of issues.
• Timely resolution or forwarding of issues to the appropriate area for resolution while ensuring a smooth transfer of ownership.
• Performs Win10 and 11 build/version maintenance, testing, and upgrades to keep computer systems in the agency compliant and able to receive Microsoft patches.
• Manages short-term projects which fall within the scope of the IT Operations Service Desk.
• Provides excellent customer service by maintaining positive attitude, setting expectations, and using clear communication.
• Maintains excellent communication with the Service Desk team by being considerate to others and advising of relevant issues which may have an impact on the team.
• Analyzes and resolves network/communication, software, hardware, and mobile device problems.
• Provides other helpdesk services including installing, moving, and maintaining computer systems for use by end users including the hardware, software, peripheral equipment, and communications components.
• Provides hardware and software quotes.
• Seeks to improve operational efficiency by researching and suggesting ways to permanently resolve problems.
• Implements changes to operational efficiency by researching and suggesting ways to permanently resolve problems.
• Develops and maintains operational procedures, processes, and other technical documentation.
• Performs other duties as required.

Required Knowledge, Skills, and Abilities:

• Knowledge of System Center Configuration Manager (SCCM).
• Knowledge of Active Directory (AD) Group policy in an enterprise environment.
• Knowledge of PowerShell and batch scripting.
• Knowledge of remote access software or clients.
• Skilled in the use of Active Directory (AD), AD user accounts, and AD computer accounts.
• Skilled in deploying software in an enterprise environment.
• Skilled in administrating Windows operating system platforms.
• Skilled with service ticket systems and tracking user problems in a HelpDesk environment.
• Skilled in the administration, maintenance, and analysis of computer software and hardware.
• Ability to communicate effectively both in person and through electronic mediums.
• Ability to work independently and as a team member.
• Ability to research and utilize problem-solving techniques.
• Ability to comprehend, develop, and interpret technical documentation.
• Ability to manage time by prioritizing issues according to severity and organizational need.
• Ability to understand and comply with laws, rules, regulations, policies, and procedures.

Qualifications:

As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state and national law enforcement records.

Minimum –

• Must be available for on-call and overtime as required.
• Must be available for emergency situations. (e.g. hurricanes)
• Must be able to lift at least 30 lbs.
• Minimum 3 years software and hardware desktop support.

Preferred -

ITIL Foundation Certification

1 Year Active Directory Experience

2 Years Customer Service/ Helpdesk Experience

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.