OPS Help Desk Analyst - 31902372

Help Desk Analyst - OPS

This position is located in Tallahassee, FL. The Florida Division of Emergency Management (FDEM) plans for and responds to both natural and man-made disasters. These range from floods and hurricanes to incidents involving hazardous materials or nuclear power. FDEM is the liaison between federal, state, and local agencies. FDEM prepares and implements a statewide Comprehensive Emergency Management Plan, routinely conducts extensive exercises to test state and county emergency response capabilities, provides technical assistance to local governments as they prepare emergency plans and procedures, as well as conducts emergency operations trainings for state and local government agencies.

Position Overview and Responsibilities:

This is a starter-level IT support position ideal for individuals with a technical mindset and interest in computer troubleshooting. The successful candidate will join a dedicated IT support team providing critical technology services to FDEM staff across the state. Duties include responding to user support requests, maintaining hardware and software systems, supporting mobile command units, and assisting with field deployments during emergencies. Responsibilities include, but not limited to:

• Serve as the first point of contact for IT support via helpdesk system, email, or phone.
• Troubleshoot hardware and software issues in-person or remotely.
• Install and configure operating systems, applications, and devices.
• Support the issuance, return, and documentation of IT equipment.
• Assist with maintaining inventory accuracy and equipment readiness.
• Provide IT support during emergency activations, including off-hours and field deployments.
• Maintain readiness of the Mobile Command Vehicle (MCV) IT systems.
• Travel to remote locations as part of the State Emergency Response Team.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Basic understanding of computer hardware, software, and operating systems—whether through self-study, education, or personal experience. Curiosity and aptitude for troubleshooting common technical issues (e.g., slow systems, connectivity problems, printer malfunctions). Interest in learning about networking and IT infrastructure, including servers, printers, and peripheral devices. Technically inclined with hands-on familiarity using office productivity tools (e.g., Microsoft 365, Google Workspace). Strong communication and customer service skills; able to assist users clearly and patiently. Demonstrated initiative and ability to follow through on assigned tasks with minimal supervision. Organized, detail-oriented, and capable of managing multiple tasks or requests effectively.

Minimum Qualifications:

Demonstrated interest or proficiency in computer technology, either through education, self-study, or hands-on experience (e.g., home labs, personal projects, or tech hobbies). Strong aptitude for troubleshooting hardware/software issues. Ability to learn new technical concepts independently and take initiative. Ability to lift up to 50 lbs unassisted. Willingness to work overtime, weekends, and irregular hours as needed for emergency activations. Valid driver's license.

Special Notes:

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. The Division of Emergency Management is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. The Division appreciates the service and sacrifices made by veterans and their family members. Further, FDEM recognizes the immeasurable value veterans bring to the workplace and is committed to increasing the number of veterans that serve in its workforce. The Division of Emergency Management is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes. An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the FDEM Human Resources Office at (850) 815-4177. FDEM requests applicants notify HR 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. Successful completion of background screening will be required for this position. The State of Florida and the Division of Emergency Management participate in E-Verify. This federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. In response to emergency events, Division of Emergency Management employees may be required to work irregular hours, to work more than 8 hours per day, to work extended periods (including weekends and holidays), to work at locations other than their official headquarters, and to perform duties in addition to those outlined in the employee's position description. Employees must be able to deploy to emergency sites with limited advance notice.

Location: TALLAHASSEE, FL, US, 32399 Nearest Major Market:Tallahassee