Help Desk Analyst - 31001807

Help Desk Analyst -

The Florida Division of Emergency Management (FDEM) plans for and responds to both natural and man-made disasters. These range from floods and hurricanes to incidents involving hazardous materials or nuclear power. FDEM is the liaison between federal, state, and local agencies. FDEM prepares and implements a statewide Comprehensive Emergency Management Plan, routinely conducts extensive exercises to test state and county emergency response capabilities, provides technical assistance to local governments as they prepare emergency plans and procedures, as well as conducts emergency operations trainings for state and local government agencies.

FDEM serves as the lead agency for the State Emergency Response Team (SERT), whose primary goal is the coordination of the state's efforts during disaster response and recovery. This coordination is conducted within the State Emergency Operations Center (SEOC) in Tallahassee. Additionally, FDEM manages the State Watch Office; the 24-hour a day operation tasked with providing situational awareness to stakeholders statewide.

After a disaster, FDEM conducts damage assessment surveys and advises the Governor of the State of Florida on whether to declare an emergency and seek federal relief funds.

Position Overview and Responsibilities:
This position serves as a Help Desk Analyst and provides technical support and problem resolution for the Office of Information Technology Help Desk. Duties include, but are not limited to:

• Serve as first point of contact for computer users seeking technical assistance via ticketing system, email, phone, or personal contact.
• Perform troubleshooting by diagnosing and resolving hardware, software, and connectivity issues through both remote and on-site intervention.
• Coordinate with the Help Desk Manager to troubleshoot complex or unfamiliar technical challenges.
• Maintain accurate records of all reported issues and their corresponding resolutions within the case management system.
• Install, configure, and maintain computer hardware, operating systems, software applications, and peripherals.
• Support division-side IT inventory requirements, ensuring all assets are tracked and accounted for.
• Manage the issuance and recovery of IT equipment, including the completion of all required compliance documentation.
• Deploy with the Mobile Command Vehicle (MCV) during activations to provide technical support for field staff, this includes routine maintenance to ensure MCV IT systems remain updated, functional, and mission ready.
• Travel to remote sites and provide IT support as part of the State Emergency Response Team.
• Maintain 24/7 availability via state-issued mobile device to respond to emergency activations or critical IT matters.
• Monitor a state-issued cell phone at all times.
• Respond to emergency activations and any other IT related matter which may arise during non-scheduled work hours.
• Work overtime, night shift, and weekends as required by operational demands or emergency status.
• Perform other tasks as assigned.

In response to emergency events, FDEM employees may be required to work irregular hours, to work more than 8 hours per day, to work extended periods (including nights, weekends, and holidays), to work at locations other than their official headquarters, and to perform duties in addition to those outlined in the employee's position description. Employees must be able to deploy to emergency sites with limited advance notice.

Location:

Tallahassee, FL, US, 32399