Help Desk Technician

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requisition no:883238

agency: department of health

working title: help desk technician -

do you enjoy helping customers with system user accounts and computer set-up?

do you have business knowledge along with analytical and technical skills?

we are seeking an experienced help desk technician in mqa’s bureau of operations, system support services unit. The ideal candidate will become a lead player on our help desk team providing prompt, quality services to the division for user access to core systems, technology equipment needs, and assignment of tasks for systems support. The successful candidate will be responsible for ensuring quality assurance, improving communication between the users and support staff, and improving the efficiency and effectiveness of the business operations.

to be considered for a position with the florida department of health, division of medical quality assurance, bureau of operations:

• all fields in the candidate profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. Must be filled out to determine qualifications for this position.
• responses to qualifying questions must be clearly supported in your employment history.
• this position requires current authorization to work in the united states without employer sponsorship. The department of health is unable to provide employment visa sponsorship (this includes stem opt and/or form i-983).

this position requires strong business knowledge, analytical, and technical skills. The incumbent in this position will:

• serve as a help desk technician to resolve business office technical issues directly, or properly and timely assign tickets to the correct team.
• serve as a conduit between business customers and systems support employees to enable flow of statutorily mandated business requirements between the stakeholders, internal and external customers, system administrators, and technology and support teams.
• collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between system usability and business needs.
• assist with asset management and annual property inventory.
• deliver and assemble computer workstations and other assets managed by system support.
• provide desktop support and coordinate with the it office for technical assistance.
• conduct user system access reviews and audit user access.
• critically evaluate information gathered from multiple sources, reconcile conflicts, break down high-level information into details.
• facilitate system quality assurance testing and coordinate with internal and external stakeholders to ensure that deliverable ticket resolution deadlines are met.
• perform other work-related duties as required.

• strong analytical skills
• knowledge of user account setup and security protocols
• experience with ticket management systems
• experience with microsoft office suite
• ability to communicate technical issues, risks, and approaches to non-technical staff.
• strong business communication skills, both verbally and in writing.
• ability to troubleshoot technical problems and/or implement design changes.
• ability to facilitate meetings
• ability to work effectively in a team environment.
• manage and processes and provide improvement recommendations to management
• ability to negotiate and resolve interpersonal conflict
• ability to work…