Operations Analyst I

3 weeks ago

Tallahassee, United States The State of Florida Full time

Requisition No: 831483

Agency: Department of Law Enforcement

Working Title: OPERATIONS ANALYST I - 71000534

Pay Plan: Career Service

Position Number: 71000534

**Salary**: $42,500.00

Posting Closing Date: 06/21/2024

**Total Compensation Estimator **Tool**

**OPERATIONS ANALYST I - MULTIPLE VACANCIES**

**INFORMATION TECHNOLOGY SERVICES**

**CUSTOMER SERVICE ADMINISTRATION/CUSTOMER SUPPORT CENTER**

**Open-Competitive Opportunity**

***:
This position is located in the Information Technology Services Division, Customer Support Center. The Customer Support Center is a 24 hr/7 days a week call center, wherein the incumbent in this position will assist in the support of FDLE members, the general public and all law enforcement entities state wide on the Criminal Justice Network (CJNet). The position reports to a shift supervisor and falls under the Data Processing Manager of the area.

**SPECIAL NOTES**:
This is a 40 hour per week position and the individual in this position will work occasional weekends and major holidays in rotation with other staff members on their shift. The shifts are daytime shift (7:00am - 3:00pm), evening shift (3:00pm - 11:00pm), and the midnight shift (11:00pm - 7:00am). Members do not work multiple different shifts and are hired for the specific shift (day, evening or midnight).

**DUTIES & RESPONSIBILITIES**:
Specific duties include:

- Documenting all requests for assistance in the ticketing and tracking system;
- Monitoring FCIC/NCIC command terminals and Client services mailbox, and taking appropriate action as needed in a timely manner;
- Utilizing network monitoring tools to detect circuit outages and initiating troubleshooting steps as required to maintain high availability of service; and
- Other duties such as, real-time assistance to other staff responding to customer queries and calls for assistance, training, necessary documentation, etc.

**KNOWLEDGE, SKILLS & ABILITIES**:

- Knowledge of computer hardware and software terminology;
- Knowledge of basic network terminology and standards;
- Knowledge of telecommunications principles, equipment, procedures and terminology;
- Knowledge of Windows 10/11;
- Knowledge of problem-solving techniques;
- Knowledge of desktop ticketing solutions;
- Knowledge of computers and software;
- Ability to work in a team environment;
- Ability to process information logically and solve multi-level problems;
- Ability to interpret and respond to computer error messages;
- Ability to identify and define user task needs;
- Ability to communicate effectively; and
- Ability to plan, organize, and coordinate work assignments.

**BASE SALARY**:

- $ 42,500.00

**HOW YOU WILL GROW**:
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.

**OUR SALARY & BENEFITS**:
Starting salary will be the minimum of the class pay range, unless otherwise dictated by FDLE’s pay policy. FDLE is a State of Florida Employer and offers a comprehensive benefits package, including:

- State of Florida Tuition Waiver Program;
- Paid holidays, vacation and sick leave;
- HMO and PPO health insurance options with premiums starting as low as $50 per month;
- $25,000 in automatic life insurance coverage;
- Multiple supplemental insurance options including: dental, vision, disability and more;
- Paid maternity leave and parental leave following the birth or adoption of a child;
- Pension and investment retirement plan options; and
- Tax deferred medical and child care reimbursement accounts.

**ABOUT OUR AGENCY**:
The Florida Department of Law Enforcement (FDLE) employs more than 1,900 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. **Click here** for additional information about FDLE.

**HIRING PROCESS**:
**BACKGROUND**:
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.

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

**REMINDERS**:

- 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

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