State of Florida

Office Automation Analyst

State of Florida

full-time

Posted on:

Location Type: Office

Location: Tallahassee • Florida • United States

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Salary

💰 $42,561 per year

Job Level

Junior

About the role

  • Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
  • Performs initial and advanced troubleshooting and, when possible, resolution of customer issues and requests on authorized DCF Applications, Hardware, and Software.
  • Assists customers with security access, administration, and password resets for multiple DCF systems and business partners.
  • Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data.
  • Provide customers with courtesy and respect while working towards resolution to their issue or request.
  • Identifies complex incidents or requests and escalates to Team Lead, Supervisor or Tier 2/Tier 3 personnel as necessary.
  • Communicates effectively with the assignee regarding ticket referral and status of customer.
  • Communicates escalated assignment and ETA if available to the customer.
  • Maintains current knowledge of information technology as it relates to the Department.
  • Tracks all tickets assigned to oneself and ensures incident or request is being resolved within the SLA of the Department.
  • Keeps the customer informed of progress and status.
  • Update, code, and close tickets as necessary.
  • Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team.
  • Assists other Help Desk Teams upon request.
  • Performs other related duties as assigned.

Requirements

  • An associate degree OR Minimum 1-year of work-related experience troubleshooting computer hardware, software and networking systems.
  • 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.
  • Demonstrates the ability to communicate clearly and accurately.
  • Minimum of 1-year work-related experience troubleshooting Windows 10 and/or higher in a professional environment.
  • Available to work overtime when required, with prior approval.
  • Available to work rotation shifts and on-call rotation.
Benefits
  • 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.
  • Flexible Spending Accounts.
  • Tuition Waivers.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcomputer hardwaresoftwarenetworking systemsWindows 10ticketing systemcustomer call documentation
Soft Skills
communicationcustomer serviceteam playerproblem-solvingcourtesyrespectattitude
Certifications
associate degree