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Company: My Florida Corp Defunct
Location: Tallahassee
Posted on: March 17, 2023

Job Description:


Date: Mar 8, 2023



The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce\_operations/human\_resource\_management/for\_job\_applicants/e\_verify) .

Requisition No: 797047

Agency: Children and Families


Position Number: 60048612

Salary: $38,429.65 - $45,000.00

Posting Closing Date: 03/19/2023

OITS Command Center Analyst

This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services


Responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must be verifiable on the Candidate Profile and resume (if one is attached). Putting "see resume" does not substitute for completing all sections of the Candidate Profile. Candidates with incomplete candidate profiles may not receive employment consideration.

Will be required to provide a work sample and pass a skills assessment.

Bachelor of Science in Information Technology or related field (computer science, information science, software engineering, computer engineering, etc.)


Minimum 2 years of work-related experience in IT field troubleshooting systems in a technical role

Experience in monitoring systems and tools to ensure daily operations are functioning by design

Experience in incident management, customer communication and overall coordination of resolution when other groups are involved

Knowledge of customer call documentation and tracking system (ticketing system)

Experience in contact center (call center) environment using contact center monitoring tools

Willing to work overtime and in rotating shifts between the hours of 7am and 5:30pm.


Minimum of 2 years work-related experience working in a fast-paced Customer Service Oriented Environment

Experience with building knowledge guides, articles and material pertaining to training or how-to documents

Experience Monitoring real-time performance of phone queues and making just in time adjustments as needed

Experience generating staffing schedules which are aligned to forecasted call volume, productivity, and operational objectives

Experience reporting and analysis of contact center key performance indicators

Experience assisting and coaching team members with escalated issues


This Command Center position provides direction and support to the DCF Helpdesk Agents. This position is responsible for all aspects of day-to-day operations of the OITS Command Center, maintaining a close working relationship with other OITS groups and end users as is critical to success. This position coordinates incident management activities in support of the diagnosis and resolution of OITS systems and performs as a liaison between the Help Desk, other OITS groups and the customer. This position requires heavy collaboration with support teams and peers to communicate and support processes. This position always provides customers with courtesy and respect. This position requires the ability to effectively communicates with OITS teams and end users during incidents.


Answers calls, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations

Treat customer concerns with high importance

Monitors Help Desk call queues and Command Center ticket queues

Ensures call handling SLAs are met by using key performance indicators and industry standards

Document all problems & issues encountered during the shift

Monitors DCF system environments and reacts to events using predefined procedures to ensure service and order is maintained

Effectively communicates escalated issues and ETA if available to end users

Responsible for identifying potential problems and/or trends of repetitive Incidents

Deliver help desk staffing analytics to the supervisors

Maintains current knowledge of information technology as it relates to the Department

Works cooperatively as a team player and maintains a good attitude that is conducive to the goal of the team

Mentors and assists help desk agents upon request


Knowledge of OITS procedures; Knowledge of Department programs, systems and applications; Knowledge of security protocols including password security; Knowledge of Outlook and/or O365;Knowledge of DCF operating systems and the impact or interaction of the current operating system as it pertains to DCF Systems; Ability to respond with a sense of urgency; Strong display of critical thinking and deductive reasoning skills; Ability to sit at a desk for long periods of time with little mobility while monitoring systems; 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 process and understand direction; Ability to document with data integrity; Effective Listening; 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; Strong analytical skills and advanced troubleshooting abilities; Attention to detail; Strong ability to maintain confidentiality; Professional attitude; Dependability and reliability; Exhibit a positive, customer friendly attitude.

Candidate Profile (application) must be completed in its entirety.

+ Include supervisor names and phone numbers for all periods of employment.

+ Account for and explain any gaps in employment so that the hiring process is not delayed.

+ Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.

+ It is unacceptable to use the statement "See Resume" in place of entering work history.

+ If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

+ No state income tax for residents of Florida;

+ Annual and Sick Leave benefits;

+ Nine paid holidays and one Personal Holiday each year;

+ State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;

+ Retirement plan options, including employer contributions

(For more information, please click www.myfrs.com );

+ Flexible Spending Accounts;

+ Tuition waivers;

+ And more!

For a more complete list of benefits, visit www.mybenefits.myflorida.com .

Growth Opportunities:

With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding. All employees are encouraged to take advantage of available Department opportunities for advancement and professional development.

Where you will work:

Florida is the only state that borders both the Atlantic Ocean and the Gulf of Mexico. In other words, no matter where you land in Florida, you're never more than 60 miles from a body of saltwater. (https://www.visitflorida.com/en-us/travel-ideas/10-florida-facts.html#:-:text=It's%20the%20only%20state%20that,of%20any%20state%20in%20America.) And if the beach isn't your scene, there are 175 state parks to explore! Meanwhile, Floridians hail from a wide range of backgrounds, cultures, ethnicities, and walks of life, making it an incredibly diverse melting pot that many residents and visitors to Florida love. The Sunshine State is a great place to live and work - Come join our team!

About Department of Children and Families:

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

Vision: We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.

Values: A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.

To learn more please visithttps://www.myflfamilies.com/ .

+ If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon the of your retirement.

+ The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

We hire only U.S. citizens and lawfully authorized alien workers.

Participation in the State of Florida Direct Deposit Program is required as a condition of employmentper F.S. 110.113, and enrollment must be completed within the first 30 calendar days of your appointment.

SELECTIVE SERVICE: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov .

BACKGROUND SCREENING REQUIREMENT: It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.

Nearest Major Market:Tallahassee

Keywords: My Florida Corp Defunct, Tallahassee , OFFICE AUTOMATION ANALYST (SENIOR), Professions , Tallahassee, Florida

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