Computer Support Analyst

Computer Support Analyst

The Bureau of Vital Statistics provides for the statewide registration of all Florida vital record events, which includes all Florida births, deaths, fetal deaths, marriages, and divorces. The bureau issues more than 2.8 million certified copies annually. A centralized database allows all 67 counties to issue birth certifications, 1850 to present: death and fetal certifications, 2009 to present. Marriages, and divorces, 1927 to present, are available for certification from the state office.

The bureau maintains more than 22 ½ million vital records.

Position Description

• Receives trouble calls and e-mails, troubleshooting issues related to the E-Vitals application and Bureau of Vital Statistics local area network consisting of, but not limited to, network switches and infrastructure, file servers, desktop computers, server and desktop applications, server and desktop operating systems, and printers. Provides technical support to the Bureau of Vital Statistics staff, Vital Statistics county staff, and external users of the E-Vitals applications (Electronic Birth Registration System-EBRS and Electronic Death Registration System-EDRS) through troubleshooting and resolving system access issues, connectivity issues, and equipment malfunctions.
• Installs, upgrades, and repairs personal computer hardware and peripherals, network switches and infrastructure, desktop operating systems and software. Ensures department standardized software is installed and maintained at the most current level, applying service packs and patches as needed. Monitors the network for equipment and software that is non-standard, reporting any incidents to the Data Processing Manager. Administers the Avaya Voice over IP phone system for the Bureau of Vital Statistics adding, deleting, and modifying users and phone extensions.
  
  This position also administers an Avaya Call Management server for managing call groups and reporting phone statistics. This position is responsible for adding, modifying, and deleting agent ids for call groups and managing access for phone system reporting. This position adds and deletes voice mailboxes for users and deploys new phone devices for users and troubleshoots any phone related issues.
• Responsible for DOH user account administration through Active Directory, creating and maintaining user network accounts in compliance with Department of Health policies and procedures. Creates DOH machine accounts, ensuring equipment is hardened according to DOH security policy via machine image or group policy management. Maintains a database inventory for desktop computers, printers, network equipment, IP addresses, user network accounts, and user E-Vitals application accounts.
• Oversees electronic file data compliance for the Bureau of Vital Statistics following file data criteria set by the Office of Information Technology. Responsible for analyzing user data and running reports with data analysis tools, meeting with users on eliminating data no longer needed or requiring archiving, and submitting requests to migrate data. Coordinates with the Bureau Records Management Liaison Officer on deleting data that falls within the GS1schedule.
• Liaison between the Office of Information Technology and E-Vitals helpdesk in response to security alerts related to E-Vitals user login activity. Responsible for providing specific information such as verification of user login and location to verify Azure security logs match user activity when suspicious activity is detected.
• Liaison between counties using Vitalchek and Lexis Nexis. Vitalchek uses a web service to send order data directly to e-Vitals. This position monitors the service and troubleshoots order activity reported by county staff contacting Vitalchek as needed.
• Backup to the Systems Programmer in the setup and configuration of the E-Vitals NX application servers and creates documentation for server builds.
• Performs other related duties and assignments as required.

Required Knowledge, Skills, and Abilities

• Knowledge of Microsoft Windows operating systems.
• Ability to process information logically.
• Ability to interpret and respond to computer error…