Requisition No: 323301
Agency: Children and Families
Working Title: Distributed Computer Systems Specialist - OPS 1 1
Position Number: 60000000
Salary:  $15.72
Posting Closing Date: 03/01/2021
Distributed Computer Systems Specialist - Other Personal Services
Class Title: Distributed Computer Systems Specialist - OPS
Position Number: 60000000 Pay Grade: 020
Bi-weekly Salary: $15.72 Hourly
Location: SunCoast Region
This is an IT support position that primarily provides hardware & software support to both on-site and remote users within the Department of Children and Families.  Incumbents will assist with maintaining PCs, rack wiring, network hardware, and other infrastructure equipment as needed to ensure PC, server, and voice/data network availability to all system users. Position will also be responsible for leading and/or assisting with special projects including hardware and software roll-outs, upgrades, and data migrations.  Position will be required to update appropriate ticket, knowledge, and asset tracking systems.
Standard support coverage is Monday through Friday, 8:00 AM EST to 5:00 PM EST.  However, hours may fluctuate and/or include weekends and evenings on occasion.
KNOWLEDGE, SKILLS, AND ABILITIES:
• Monitor ticket queues for incidents and requests and respond with knowledgeable support in efforts to find resolution in a timely manner.
• Close tickets with accurate, sufficient information, escalate appropriately, and communicate effectively with co-workers, other business units and leadership on ticket ETAs and expected resolutions.
• Cross train to learn multiple applications, hardware platforms, and systems.
• Provide system users with optimal customer service, work cooperatively as a team player with other support personnel and maintain a good attitude that is conducive to the goal of the team.
• Support communications on both software and hardware-based VOIP systems.
• Contribute to the development and implementation of plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
• Coordinate implementation of computer system plans with agency personnel and outside vendors.
• Test web and data processing systems to ensure accurate and efficient functioning of processing activities.
• Update and maintain software designed to ensure computer security using enterprise tools in accordance with agency standards.
• Confers with personnel to discuss issues such as computer data access needs, security policies, and assist in finding opportunities to increase productivity and/or efficiency.
• Monitors system performance and equipment capacity requirements.
• Conducts survey to determine user needs.
• Assists users to identify and solve data communication problems.
• Trains users in proper use of equipment both in person and by creating training material.
• Tests navigation and functionality within and between web pages and sites.
• Ability to bend, twist, kneel, crawl and stoop to connect, disconnect, and place equipment where needed.
JOB CHARACTERISTICS:
• Interacting with computers. Controlling computer functions by using programs, setting up functions, scripting, or otherwise communicating with computer systems.
• Provide Consultation and Advice to Others.  Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.
• Making Decisions and Solving Problems.  Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.
• Getting Information Needed to Do the Job.  Observing, receiving, and otherwise obtaining information from all relevant sources.
• Documenting/Recording Information.  Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.
• Developing Objectives and Strategies.  Establishing long range objectives and specifying the strategies and actions to achieve these objectives.
• Monitor Processes, Material, Surroundings.  Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.
• Identifying Objects, Actions, and Events.  Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.
• Inspecting Equipment, Structures, Material.  Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.
• Drafting and Specifying Technical Devices, etc.  Providing documentation, detailed instructions, drawings, or specifications to inform others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
• Handling and Moving Objects.  Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.
MINIMUM REQUIREMENTS:
• Experience in support of Windows 10 or newer environments and compatible applications
• Experience in a fast-paced Customer Service Oriented environment
• Experience supporting Microsoft Office / Microsoft Office 365
• Knowledge of technical hardware and software support
• Knowledge of VOIP systems *preferred not required
• LICENSURE, CERTIFICATION OR REGISTRATION REQUIREMENTS: CompTIA A+, CompTIA Network+, CompTIA Security+ *preferred not required.
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.