SYSTEMS PROJECT ANALYST (Help Desk Technician)

DIVISION OF TECHNOLOGY

SYSTEMS PROJECT ANALYST (Help Desk Technician)

Position Number: 79000683

Hiring Salary: $1,833.39 - $2,150.04 Bi-Weekly 

 *Open Competitive*

Our Organization and Mission: 

The Mission of the Florida Department of Business and Professional Regulation (DBPR) is to "License Efficiently and Regulate Fairly". The Division of Technology supports the mission of DBPR through management of the systems that underpin the services the Department offers to the public. Our staff continually work to increase the efficiency and effectiveness of DBPR, through consultation with the business units within the Department to integrate new and innovative technology solutions.

The Work You Will Do: 

Help Desk Technicians are responsible for providing day-to-day technical assistance to end-users, ensuring the efficient operation of desktop systems and related technology. Key duties include troubleshooting and resolving hardware, software, and network issues, performing system installations, upgrades, and configurations, and offering timely resolution to service requests. The technician ensures optimal system performance by conducting routine maintenance, monitoring system health, and addressing technical incidents in a proactive manner. This position requires a blend of technical expertise, research abilities, meticulous documentation, and collaboration with other IT units to optimize IT services and support end-user needs. 

Your Specific Responsibilities:

This is a highly autonomous position responsible for providing technology support to field offices in North Florida. This position will spend up to 10% of their work time travelling and is responsible for all aspects of Help Desk field support and management within the defined territory. Some work may include travel outside of territory as needed.

• Installing and configuring computer software, hardware and peripherals. Setting up and configuring cellular enabled mobile devices. Assisting with image deployment and computer equipment refresh. Manages equipment distribution, including receiving equipment, setting up / configuring equipment, setting up / installing pre-configured networking equipment and running cabling for new workstation or network needs.
• Monitoring, creating, responding, escalating, assigning and resolving service desk tickets. Troubleshooting and resolving end user network connectivity issues. Providing remote assistance to DBPR users across the state of Florida.
• Assisting with network and server needs in supported areas. Providing advanced research, testing of proposed solutions and implementation of solutions. Assisting application developers with testing of enhancement of applications prior to deployment.
• Managing telecommunications set up and maintaining phone systems in assigned areas.
• Creating and maintaining process documentation on Help Desk procedures. Assisting with the process of querying data, analyzing the results, and presenting the findings in a way that provides clarity and actionable insight.
• Traveling to supported areas to provide on-site assistance.
• Performs other work-related duties as required.

Knowledge, Skills & Abilities:

• Ability to lift a minimum of 50 pounds, climb a ladder and stoop to the floor to install cables.
• Ability to operate telephone and computer systems. 
• Ability to terminate and test voice and data lines, build network cables. 
• Ability to work as liaison between customer, vendors and management. 
• Knowledge of basic network architecture and equipment. 
• Ability to install operating system images, applications and updates through a deployment tool such as SCCM, PDQ or MDT. 
• Knowledge and experience troubleshooting versions of Microsoft Windows and Office released in the last 10 years. 
• Experience installing, configuring, and maintaining Windows desktop operating systems. 
• Ability to plan, organize and coordinate work assignments. 
• Ability to maintain yearly certifications for warranty work. 
• Excellent customer service and communication skills. 
• Ability to work after hours as needed.

Minimum Requirements:

• Four (4) years of professional experience in an IT Helpdesk/Desktop Support role; and
• Completion of a one-year program of study from a vocational/technical school in an area of information technology can substitute for one year of the required experience.
• One year of providing customer service in technology; and
• Valid Driver License; and
• Ability to lift 50 pounds on a daily basis; and
• Ability to climb a ladder and stoop to the floor to install cables; and
• Must be able to obtain an entry level IT industry standard certification within one year of employment such as, but not limited to: CompTIA A+, CompTIA Network+, Cisco Certified Technician (CCT), Microsoft Technology (MTA) and Microsoft 365 Fundamentals. 

Preferred Requirements:

• Associate's degree from an accredited college or university in the field of information technology, computer systems administration, or technical support.
• Currently possess an entry level IT industry standard certification within one year of employment such as, but not limited to: CompTIA A+, CompTIA Network+, Cisco Certified Technician (CCT), Microsoft Technology (MTA) and Microsoft 365 Fundamentals. 

***Applicants must complete all fields in the Candidate Profile. Work history, hours worked, and formal education are required to qualify for this position. Responses to Qualifying Questions must be verifiable in the Candidate Profile. Resumes and other documentation can be attached to provide additional information.***

Note: Successful applicant must pass a Level 2 background screening, including fingerprinting, as a condition of employment. All positions within the Division of Technology are positions of special trust in accordance with Sections 110.1127 and 425.04, Florida Statutes. The recommended applicant will be required to submit to a background and fingerprint check.

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday.
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University.

For additional benefit information, please visit the following website:

Applicant Note: If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.  

NOTE: This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check. Applicants are required to apply through the People First system by the closing date, by applying online.  All required documentation must be received by the closing date of the advertisement.  If you have any questions regarding your application, you may call 1-.

The Florida Department of Business & Professional Regulation is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes.  

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at . DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

SPECIAL REMINDERS:
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: ;.

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 canceled, suspended or deemed ineligible depending upon the date of your retirement.

The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support the hiring of returning service members and military spouses. A candidate for veterans' preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans' Affairs, Veterans' Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans' Affairs has also established an email where people can electronically file claims or ask questions. The email is

The Department of Business and Professional Regulation will only hire U. S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States.

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-). 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.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans' Preference documentation requirements are available by clicking .  All documentation is due by the close of the vacancy announcement.