Requisition No: 828514 

Agency: Children and Families

Working Title: OFFICE AUTOMATION SPECIALIST I OPS - 60932148

 Pay Plan: Temp

Position Number: 60932148 

Salary: $15.00 per hour 

Posting Closing Date: 05/10/2024 

Total Compensation Estimator Tool

Department of Children and Families

Help Desk Email Processor

The Office of Information Technology Services is looking for a detail-oriented Help Desk Email Processor to join our team. This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services.

EXAMPLES OF WORK:

• Monitors email and/ or web tickets as assigned in timeframe set by Help Desk standards and expectations. Ensures appropriate ticket creation and team assignment are complete. Accurately document web and email incidents and request and validate customer demographic data. Clearly documents ticket description with customer issue or request.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team.
• Assist other Help Desk Team upon request.
• Tracks all tickets assigned to the Help Desk and ensures incident or request is being resolved within the SLA of the Department.
• Builds knowledge to assist with password resets.
• Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of Help Desk procedures. Ability to communicate clearly and accurately, oral and written. Ability to work independently. Ability to process and understand direction. Ability to sit at a desk for long periods of time (4-hour increments in an 8-hour day) with little mobility and few breaks. Ability to take back-to-back phone calls during peak hours. Ability to work in a small space with a high number of other employees. Ability to work in a loud environment and remain undistracted. Ability to maintain confidentiality and professional attitude.

REQUIREMENTS:

• Knowledge of customer call documentation and tracking system, such as a ticketing system.

• Minimum of 1-year work-related experience working in a fast-paced, customer service oriented environment.
• Knowledge of distributing tickets in a ticketing system.

SPECIAL NOTES

Only US citizens and lawfully authorized alien workers will be hired.

Selective Service: 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.

Florida Retirement System (FRS): 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 may be required to repay all benefits received depending upon the date of your retirement.

Veteran’s 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. 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.

BACKGROUND SCREENING REQUIREMENT: 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 be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. No applicant may begin employment until the background investigation results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background investigations 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. Employees also are subject to background re-screening at least every five (5) years. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. 

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.