Distributed Computer Systems Specialist

BRIEF DESCRIPTION OF DUTIES:

This is a technical and customer service-oriented position that involves:

Providing First Level contact and resolution for all users with hardware, software, and application problems.  Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases.

Analyze, resolve, and document hardware, software, and communication problems using technical troubleshooting processes to limit down time.

Provide accurate and timely logging of all Help Desk inquiries/problems and resolution for problems in a tracking system.

Act as a liaison between customers and internal support staff to ensure accurate problem interpretation.  Maintain communications with customers during the problem resolution process.

Review and update Help Desk documentation as assigned.

Gather and input data for regular reports distributed by OIT Help Desk.

Maintain industry Help/Service Desk and customer support process and services knowledge.

Assist and collaborate with peers on developing quality improvements to DIS services, products, and processes.  Participate in work groups and special projects assigned.

SPECIAL NOTES:

Two (2) years of experience in Computer Science or Information Technology-related field, such as cybersecurity, programming, computer science, engineering or similar is required. A post-secondary degree in those fields may be used as an alternative for the years of experience on a year-for-year basis

 Additional requirements:

• One (1) year of experience working in a fast-paced customer service environment involving direct telephone interaction with customers.
• Proficient in the use of Microsoft Windows 11 and Office 365.
• Basic understanding of local area networks.
• Ability to follow office procedures and practices.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document workflow and other activities relating to the improvement of operational and management practices.
• Ability to effectively communicate in the English language both verbally and in writing.
• Ability to analyze complex technical problems and do abstract problem solving.
• Ability to organize physical and electronic files and other records.
• Basic knowledge and understanding of Help Desk tracking systems.

 Preferences:

• Knowledge of Change Management procedures, policies, and best practices.
• Experience with web development tools; HTML and SharePoint.
• Knowledge and experience with computer system, LAN and mainframe environments.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework, best practices, and standards.

Minimum Qualifications for this position include the following REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge and experience with customer service
• Knowledge of personal computers and general office equipment.
• Basic understanding of local area networks. (LAN)
• Ability to follow office procedures and practices.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document workflow and other activities relating to the improvement of operational and management practices.
• Knowledge of techniques for effectively dealing with people.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Ability to receive and carry out assignments in a timely manner.
• Ability to analyze complex technical problems and do abstract problem solving.
• Ability to organize physical and electronic files and other records.

 OTHER KSAs (Incumbent may learn on job):

• Knowledge of Change Management procedures, policies and best practices.
• Experience with web development tools; HTML and SharePoint.
• Knowledge and experience with computer systems, LAN and mainframe environments.
• Ability to provide quality customer service; includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework, best practices and standards.
• Basic knowledge and understanding of Help Desk tracking systems.  Skilled in the BMC Remedy suite.

 It is the agency’s goal to fill multiple positions with this advertisement.

This position requires a security background check, including fingerprint as a condition of employment.

This position may be required to occasionally perform other duties other than those listed on the position description.

Annual Salary Range: $40,000.00 - $50,000.00.

Posting Closing Date: 07/22/2026 

Employees of the Department of Financial Services are paid on a monthly pay cycle.

Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

Tallahassee, Florida’s Capital City, is lined with rolling hills, oak trees, and canopied roads and combines old world charm with a modern pace of life. Home to two major universities as well as state government, Tallahassee is a mid-sized city in the heart of Florida’s Big Bend and is a highly desirable location for both those seeking their first job or those ready to enter the next exciting chapter in their career.

Tallahassee is highly praised by publications and lifestyle magazines for a variety of localized reasons:

• Top Mid-Size City: HGTV highlighted the city''''s historic downtown, vibrant arts and nightlife scenes, and incredible access to outdoor spaces.
• Best for Retirees: Travel + Leisure awarded Tallahassee the highest overall livability score for retirees in the U.S. based on its tropical climate, low cost of living, and abundant recreational activities.
• Economic & Civic Strength: The city ranked as the best-run city in Florida and in the top 20 nationally by WalletHub. It was also designated as an All-American City by the National Civic League for community collaboration and green spaces.
• Southern Charm: Southern Living frequently lists Florida''''s capital as a top destination in the South due to its natural beauty, unique history, and outdoor adventures.

In addition, the City of Tallahassee is in close proximity to the coast (about 30-45 minutes drive) and there is no state income tax for residents of Florida.