IT Help Desk Analyst - 31001807

State of Florida

8d•Onsite

About The Position

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. FDEM serves as the lead agency for the State Emergency Response Team (SERT), whose primary goal is the coordination of the state’s efforts during disaster response and recovery. This coordination is conducted within the State Emergency Operations Center (SEOC) in Tallahassee. Additionally, FDEM manages the State Watch Office; the 24-hour a day operation tasked with providing situational awareness to stakeholders statewide. After a disaster, FDEM conducts damage assessment surveys and advises the Governor of the State of Florida on whether to declare an emergency and seek federal relief funds. It is against this backdrop that FDEM strives to demonstrate its mission of, “Coordinate, collaborate, and communicate with our community stakeholders for a resilient Florida”, along with our vision of “Leading the Profession in building prepared and resilient communities”. Position Overview and Responsibilities: This position serves as an IT Help Desk Analyst and provides technical support and problem resolution for the Office of Information Technology Help Desk. Duties include, but are not limited to: In response to emergency events, FDEM 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.

Requirements

Proven aptitude for diagnosing and resolving complex hardware, software, and network connectivity issues.
Ability to rapidly learn and implement new technical concepts, systems, and state-specific software independently.
Ability to lift and maneuver IT equipment weighing up to 50 lbs. unassisted and perform tasks in various field environments (e.g., inside mobile command vehicles or at remote sites)
Ability to operate state vehicles to reach remote deployment locations.
A proactive approach to task management and the ability to work with minimal supervision in high-pressure environments.
Ability to provide clear, calm technical instructions to non-technical users, particularly during stressful emergency situations.
Knowledge of computer hardware components, software installation, and the architecture of modern operating systems
Skill in diagnosing and resolving common technical disruptions, including system latency, network connectivity issues, and peripheral malfunctions.
Knowledge of, or a demonstrated interest in, IT infrastructure components such as local area networks (LAN), servers, and shared enterprise resources
Proficiency in utilizing and supporting industry-standard office suites, including Microsoft 365.
Ability to independently research technical solutions and execute assigned tasks with minimal supervision, particularly in evolving environments.
Skill in managing a high volume of support requests while maintaining strict attention to detail and accurate documentation.
Ability to maintain operational focus and technical accuracy during high-pressure emergency activations or field deployments.
Skill in providing patient, clear, and professional technical assistance to users with varying levels of technological expertise.
Ability to translate complex technical concepts into simple, actionable instructions for end-users, both verbally and in writing.
A valid driver’s license.
The ability to lift, carry, and maneuver IT equipment and hardware weighing up to 50 lbs. unassisted.
This position requires monitoring a state-issued mobile device and responding to emergency IT matters or activation outside of regularly scheduled work hours.
Ability to obtain and maintain any state-required certifications or specialized training necessary for this role (e.g., FEMA ICS courses and/or technical certifications).

Responsibilities

Serve as first point of contact for computer users seeking technical assistance via ticketing system, email, phone, or personal contact.
Perform troubleshooting by diagnosing and resolving hardware, software, and connectivity issues through both remote and on-site intervention.
Coordinate with the Help Desk Manager to troubleshoot complex or unfamiliar technical challenges.
Maintain accurate records of all reported issues and their corresponding resolutions within the case management system.
Install, configure, and maintain computer hardware, operating systems, software applications, and peripherals.
Support division-side IT inventory requirements, ensuring all assets are tracked and accounted for.
Manage the issuance and recovery of IT equipment, including the completion of all required compliance documentation.
Deploy with the Mobile Command Vehicle (MCV) during activations to provide technical support for field staff. This includes routine maintenance to ensure MCV IT systems remain updated, functional, and mission ready.
Travel to remote sites and provide IT support as part of the State Emergency Response Team.
Maintain 24/7 availability via state-issued mobile device to respond to emergency activations or critical IT matters.
Monitor a state-issued cell phone at all times.
Respond to emergency activations and any other IT related matter which may arise during non-scheduled work hours.
Work overtime, night shift, and weekends as required by operational demands or emergency status.
Perform other tasks as assigned.