OPS System Project Consultant – Help Desk Technician

Role Overview

• Serve as a help desk technician to resolve business office technical issues directly, or properly and timely assign tickets to the correct team
• Provide desktop support to MQA staff and contractors
• Provide liaison support between the Bureau, Office of Information Technology, and General Services Administration for desktop support needs and Systems Support Services activities, as needed
• Ensure policies and procedures are followed
• Monitor ticket tracking system to ensure tickets are assigned and completed in a timely fashion
• Receive tickets from the Help Desk ticket system and direct from MQA staff and ensure that ticket contains all information needed to process
• Maintains and drafts desk guides, job aids and procedures for user access of MQA systems and vendor systems supported by MQA
• Review, coordinate, complete division wide User System Access Review process on an established schedule
• Monitors division employment changes to add, delete and/or modify accounts
• Assist with property receiving; complete property receiving reports, dispositions, and transfer of assets as well as with equipment refresh and replacement workflows
• Monitor and assist with asset and bulk paper requests in the MQA Ticketing System
• Monitors inventory levels on in-stock items on a quarterly basis and recommends timing and quantity of reorders to purchasing unit
• Support specialized applications used by MQA programs
• Perform other work-related duties as required

Requirements

• Minimum of three years working in a helpdesk ticketing system
• Minimum of two years with Documentation Processing
• 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.

Benefits

• State of Florida 401(a) FICA Alternative Plan (mandatory)
• Participation in state group insurance (upon meeting eligibility requirements)
• Workers’ Compensation (mandatory, if needed)
• Reemployment Assistance (Unemployment Compensation) (mandatory, if needed)
• Deferred Compensation (voluntary)
• Employee Assistance Program (voluntary)