Office Automation Specialist

4 weeks ago

Tallahassee, Florida, United States My Florida Corp Defunct Full time
Job Summary

This is a Tier 1 Help Desk position that provides application support to the ACCESS Florida System and other ACCESS related assistance programs for the Department of Children and Families, other state agencies, private providers, and other customers via phone, email, and web support.

The selected candidate may be required to rotate an earlier shift on occasion when necessary. This position is located in Tallahassee, Florida, at the Headquarters Centre of Tallahassee building. Moving expenses are the responsibility of the chosen candidate and will not be reimbursed by the State of Florida.

Key Responsibilities

Answers calls, emails, and/or web tickets as assigned in timeframe set by Help Desk standards and expectations. Performs initial and advanced troubleshooting and, when possible, resolution for ACCESS Florida related program issues and requests. Assists customers with security access, administration, and password resets for multiple DCF systems and business partners. Accurately documents and assigns all ticketing system incidents and requests as well as validate customer demographic data. Provide customers with courtesy and respect while working towards resolution to their issue or request. Identifies complex incidents or requests and escalates to Team Lead, Supervisor, or Tier 2/Tier 3 personnel as necessary. Communicates effectively with the assignee regarding ticket referral and status of customer. Communicates escalated assignment and ETA if available to the customer.

Maintains current knowledge of information technology related to ACCESS Florida related programs. Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team. Assists other Help Desk Teams upon request. Tracks all tickets assigned to one's self and ensures incident or request is being resolved within the SLA of the Department. Keeps the customer informed of progress and status. Update, code, and close tickets as necessary. Performs other related duties as assigned.

Requirements

Minimum of one (1) year experience using the Florida System and knowledge in resolving Florida Case problems. Minimum of one (1) year experience in a strategic customer service-oriented environment. Overtime as needed with prior approval. Preference will be given to those with 3 or more years using the Florida System. Knowledge of customer call documentation and tracking system, such as a ticketing system. Experience in a Help Desk/Call Center environment or ACCESS Program area. Knowledge of the various computer hardware, software, and networking systems. Proficient in Microsoft Office Suite 2010 and 2013. Proficient in Outlook and/or O365. Ability to document with data integrity. Ability to sit at a desk for long periods of time (4-hours increments in an 8-hour day) with little mobility and few breaks. Ability to take back-to-back phone calls in a high-paced, high-demand environment. Ability to work in a small space with a high number of other employees. Ability to work in a loud environment and remain undistracted. Ability to communicate clearly and accurately, oral and written. Ability to communicate technical information to non-technical personnel. Ability to exercise patience and professionalism during challenging situations. Ability to establish and maintain effective working relationships with others. Ability to learn in a fast-paced environment. Ability to work independently. Ability to process and understand direction. Dependability and reliability. Proficiency in troubleshooting ACCESS Florida related programs and resolving Florida Case problems and determining eligibility in the Florida Application. Proficiency in troubleshooting Microsoft Office Suite utilized by ACCESS Florida staff when working in Florida Systems. Effective Listening. Exhibit a positive, customer-friendly attitude. Strong analytical skills and advanced troubleshooting abilities. Attention to detail. Strong ability to maintain confidentiality. Professional attitude.

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