Operations Analyst Ii - Help Desk Technician

Position: OPERATIONS ANALYST II - HELP DESK TECHNICIAN
Requisition No: 877090

Agency:
Department of Health

Working Title:

OPERATIONS ANALYST II - HELP DESK TECHNICIAN

Pay Plan:
Career Service

Position Number:

Salary: $36,317.26 - $40,000

Posting Closing Date: 06/12/2026

Total Compensation Estimator Tool

Division of Medical Quality Assurance

System Support Services

Bureau of Operations

Operations Analyst II - Help Desk Technician

Open Competitive Opportunity

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

Are you a looking to improve efficiency and effectiveness in business operations?

Do you enjoy research and providing solutions to others?

We are seeking an Operations Analyst II in MQA's Bureau of Operations, System Support Services Unit. The ideal candidate will become a key player on our team that makes a real difference in the division. You 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.

ATTENTION CANDIDATES
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).

Your Specific Responsibilities:

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 business and systems information conduit between the stakeholders, internal and external customers, system administrators, and technology and support teams through which statutorily mandated business requirements flow.
• The incumbent will 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.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, break down high-level information into details.

• Facilitates 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.

Required Knowledge, Skills, and Abilities:

• Strong Analytical Skills
• Knowledge of document management systems
• 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.
• Process management skills
• Ability to negotiate and resolve conflict
• Political awareness
• Ability to read and comprehend Statutes and Rules
• Ability to evaluate information gathered from multiple sources and break down high-level information into details.

Minimum Qualifications:

• Minimum of three years working in a helpdesk ticketing system.
• Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. The role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods.
• Must be willing to physically come into the office to perform job duties.

Florida Department of Health Mission, Vision, and Values:

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Vision:

To be the Healthiest State in the Nation.

Values:

I nnovation:
We search for creative solutions and manage resources wisely.

C ollaboration:
We use teamwork to achieve common goals & solve problems.

A ccountability:
We perform with integrity & respect.

R esponsiveness:
We achieve our mission by serving our customers & engaging our partners.

E xcellence:
We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

Division of Medical Quality Assurance

Tallahassee, FL

Leon County

This is a full-time, in-office role with no provision for remote work.

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The…