OPS System Project Consultant – Help Desk Technician
State of Florida
full-time
Posted on:
Location Type: Office
Location: Tallahassee • Florida • United States
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Salary
💰 $22 per hour
About the role
- Serve as a help desk technician to resolve business office technical issues directly, or properly and timely assign tickets to the correct team
- Provide desktop support to MQA staff and contractors
- Provide liaison support between the Bureau, Office of Information Technology, and General Services Administration for desktop support needs and Systems Support Services activities, as needed
- Ensure policies and procedures are followed
- Monitor ticket tracking system to ensure tickets are assigned and completed in a timely fashion
- Receive tickets from the Help Desk ticket system and direct from MQA staff and ensure that ticket contains all information needed to process
- Maintains and drafts desk guides, job aids and procedures for user access of MQA systems and vendor systems supported by MQA
- Review, coordinate, complete division wide User System Access Review process on an established schedule
- Monitors division employment changes to add, delete and/or modify accounts
- Assist with property receiving; complete property receiving reports, dispositions, and transfer of assets as well as with equipment refresh and replacement workflows
- Monitor and assist with asset and bulk paper requests in the MQA Ticketing System
- Monitors inventory levels on in-stock items on a quarterly basis and recommends timing and quantity of reorders to purchasing unit
- Support specialized applications used by MQA programs
- Perform other work-related duties as required
Requirements
- Minimum of three years working in a helpdesk ticketing system
- Minimum of two years with Documentation Processing
- Strong Analytical Skills
- Knowledge of document management systems
- Experience with ticket management systems
- Experience with Microsoft Office Suite
- Ability to communicate technical issues, risks, and approaches to non-technical staff
- Strong business communication skills, both verbally and in writing
- Ability to troubleshoot technical problems and/or implement design changes
- Ability to facilitate meetings
- Ability to work effectively in a team environment
- Process management skills
- Ability to negotiate and resolve conflict
- Political awareness
- Ability to read and comprehend Statutes and Rules
- Ability to evaluate information gathered from multiple sources and break down high-level information into details.
Benefits
- State of Florida 401(a) FICA Alternative Plan (mandatory)
- Participation in state group insurance (upon meeting eligibility requirements)
- Workers’ Compensation (mandatory, if needed)
- Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
- Deferred Compensation (voluntary)
- Employee Assistance Program (voluntary)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
helpdesk ticketing systemdocumentation processingdocument management systemsticket management systemsMicrosoft Office Suitetroubleshootingprocess management
Soft Skills
analytical skillsbusiness communicationteamworkconflict resolutionpolitical awarenessmeeting facilitation