OPS Operations Analyst I - 71900156

Ops Operations Analyst I - 71900156

This position serves on the midnight shift of the FDLE Customer Support Center, as a primary point of contact for local, state, and national criminal justice agencies for managing and resolving a high volume of inquiries through a centralized helpdesk system. It provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems. It also thoroughly documents all service calls and resolutions within our ITSM solution, ensuring accurate tracking and closure of all reported issues while maintaining and communicating technical information to users with a high degree of professionalism and adherence to established operational procedures. This is an essential position that functions as a vital component of a 24/7 critical support operation;

Specific duties include:

• Beyond direct user support, this role is responsible for ensuring system integrity and availability;
• Monitoring network and system services to detect and address circuit outages, system issues, and misrouted communications;
• Performing in-depth troubleshooting and problem analysis, utilizing diagnostic tools and established techniques to resolve hardware, software, and communication problems;
• Coordinating with vendors and other support staff to escalate and resolve complex issues while maintaining accurate logs of all system downtime;
• Disseminating critical messages and security bulletins statewide;
• Redirecting misrouted interstate communications;
• Assisting with user certification and system access inquiries;
• Providing real-time assistance and guidance to other support staff; and
• Managing and routing incoming system status notifications.

Knowledge of, or ability to learn, IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures; Knowledge of, or ability to learn, network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools; Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity; Skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity; Ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise; Ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment; Ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment; Ability to work independently while also collaborating effectively within a team-oriented support structure; and Ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision.

$21.05/hour with additional shift differential for shifts outside normal business hours

FDLE recognizes the importance of growth and success while fostering a family-oriented work environment. We encourage our members to seek opportunities for professional growth through training, team building, and mentoring. Our four Fundamental Values of Service, Integrity, Respect and Quality will guide you as you embark on a lifelong career at FDLE.

The Florida Department of Law Enforcement (FDLE) employs more than 2,000 members statewide – either at headquarters in Tallahassee or in one of seven regional operations centers (ROCs). Our mission is to promote public safety and strengthen domestic security.

You will be evaluated for this job based on your previous knowledge and experience. Additional reviews may be performed to screen for preferred qualifications, experience and education. Your qualifications will be based on knowledge, skills, and abilities and other elements relevant to this position supported by the information in your application. Qualifying questions will only be credited if verifiable by the information provided on your application including specifically required software/computer skills. You may be contacted to participate in a selection process which may consist of written exercises, work samples, skills tests, interviews, drug screen and fingerprinting. You may be notified by email to participate in a selection process. Failure to reply within a designated timeframe may exclude you from further consideration. Future vacancies may be filled from this position advertisement.

FDLE requires an extensive background process of all recommended applicants. The elements of a background include: financial credit check, criminal history of applicant and applicant's immediate family or roommates, personal references, employment and education verifications (which includes official transcript(s)), drug screen and fingerprinting. This information will be utilized to make the final hiring decision.

Preference will be given to current FDLE members who have satisfactorily completed at least six months of the probationary period for their current position.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov. 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 cancelled, suspended, or deemed ineligible depending upon the date of your retirement.

The State of Florida hires only U.S. citizens and lawfully authorized alien workers. 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.

Location: Tallahassee, FL, US, 32301 Tallahassee, FL, US, 32303 Tallahassee, FL, US, 32307 Tallahassee, FL, US, 32311 Tallahassee, FL, US, 32310 Tallahassee, FL, US, 32304 Tallahassee, FL, US, 32312 Tallahassee, FL, US, 32305 Tallahassee, FL, US, 32399 Tallahassee, FL, US, 32309 Tallahassee, FL, US, 32317 Tallahassee, FL, US, 32316 Tallahassee, FL, US, 32308 Tallahassee, FL, US, 32302