SYSTEMS PROJECT ANALYST (Desktop Engineer) - 79010063

Company: State of Florida
Location: Miami
Posted on: March 15, 2025

Job Description:

Requisition No: 848708Agency: Business and Professional Regulations*OPEN COMPETITIVE*Our Organization and Mission:The Mission of the Florida Department of Business and Professional Regulation (DBPR) is to "License Efficiently and Regulate Fairly". The Division of Technology supports the mission of DBPR through management of the systems that underpin the services the Department offers to the public. Our staff continually work to increase the efficiency and effectiveness of DBPR, through consultation with the business units within the Department to integrate new and innovative technology solutions.The Work You Will Do:Desktop Engineering Technicians are responsible for providing day-to-day technical assistance to end-users, ensuring the efficient operation of desktop systems and related technology. Key duties include troubleshooting and resolving hardware, software, and network issues, performing system installations, upgrades, and configurations, and offering timely resolution to service requests. The technician ensures optimal system performance by conducting routine maintenance, monitoring system health, and addressing technical incidents in a proactive manner. Additionally, this role involves processing escalated incidents and service requests from the Help Desk Team, maintaining comprehensive documentation of troubleshooting procedures and solutions. This position also contributes to system configuration and deployment testing, user guidance, and asset management.Your Specific Responsibilities:This is a highly autonomous position responsible for providing remote technology support to all DBPR internal users and onsite field offices and facilities within its assigned support coverage area. The incumbent in this position is responsible for all support aspects of computer and mobile device hardware setup and software management within the defined territory in addition to serving as the local interface to the Applications, Networking and Security teams within DBPR Technology. Some work may include travel outside of territory as needed.

• Monitoring, creating, responding, escalating, assigning, and resolving service requests and tasks. Troubleshooting and resolving end user network connectivity issues. Providing remote assistance to DBPR users across the state of Florida. Remotely connects to users' machines if necessary to resolve issues. Routinely travels to assigned support sites for localized assistance.
• Manages technology equipment distribution, including inventory system updates and assignments, equipment and peripherals setup, configuring, routine maintenance, OS updates, and hardware upgrades, running cabling for new workstations, configuration and deployment of cellular enabled mobile devices and assisting with installing pre-configured networking equipment or other network needs.
• Troubleshoots and configures mobile devices and desktop equipment. Troubleshoots network appliances with Infrastructure managers as needed and when appropriate.
• Manages telecommunications - data and voice communications (set up and maintain phone system).
• Maintains documentation including the following: system and process installation documentation, updated equipment standards documentation, support instructions, and mobile device installations and configuration notes and documentation.
• Participates in conference calls and meetings with Manager as needed.
• Processes Travel documentation and Travel arrangements as needed for approved travel plans.
• Performs other work-related duties as required.Minimum Qualifications:
  • Bachelor's degree from an accredited college or university in the field of information technology, computer systems administration, or technical support;
  • Two (2) years of providing customer service in technology;
  • Valid Driver License;
  • Ability to lift 50 pounds on a daily basis;
  • Ability to climb a ladder and stoop to the floor to install cables;
  • Ability to travel to support various sites within designated territory with the possibility of overnight stays as needed;
  • Must have or be able to obtain an entry level IT industry standard certification within one year of employment such as, but not limited to: CompTIA A+, CompTIA Network+, Cisco Certified Technician (CCT), Microsoft Technology (MTA) and Microsoft 365 Fundamentals.Experience as described above can be substituted on a year-for-year basis for the required college education.Completion of a one-year program of study from a vocational/technical school in an area of information technology can substitute for one year of the required experience.***Applicants must complete all fields in the Candidate Profile. Work history, hours worked and formal education are required to qualify for this position.Note: Successful applicant must pass a Level 2 background screening, including fingerprinting, as a condition of employment. All positions within the Division of Technology are considered to be positions of special trust in accordance with Sections 110.1127 and 425.04, Florida Statutes.Knowledge, Skills & Abilities:
    • Ability to lift minimum of 50 pounds, climb a ladder and stoop to the floor to install cables.
    • Ability to operate telephone systems and computer systems.
    • Ability to build and maintain computer systems.
    • Ability to work as liaison between customer, vendors, and management.
    • Knowledge of basic network architecture and equipment.
    • Ability to install operating system images, applications, and updates through a deployment tool such as Intune, SCCM, PDQ or MDT.
    • Knowledge and experience troubleshooting versions of Microsoft Windows and Office released in the last 10 years.
    • Experience installing, configuring, and maintaining Windows desktop operating systems.
    • Ability to plan, organize and coordinate work assignments.
    • Ability to maintain yearly certifications for warranty work.
    • Ability to provide excellent customer service.
    • Ability to communicate effectively.
    • Ability to travel to support various sites within designated territory with the possibility of overnight stays as needed.The 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:
      • State of Florida retirement package: 3% employee contribution required.
      • Nine annual paid holidays and one personal holiday.
      • Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
      • Ability to earn up to 104 hours of paid sick leave annually.
      • The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
      • The State of Florida provides a $25,000 life insurance policy to eligible employees.
      • Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
      • Tax deferred medical and childcare reimbursement accounts are available.
      • Tuition waiver program to attend an approved State of Florida College or University.For additional benefit information, please visit the following website: Applicant Note: If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.NOTE: This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.The Florida Department of Business & Professional Regulation is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes.Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at (850) 487-2074. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.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 clicking here. All documentation is due by the close of the vacancy announcement.For assistance, call the People First Service Center at (877) 562-7287 Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time.
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Keywords: State of Florida, Miami , SYSTEMS PROJECT ANALYST (Desktop Engineer) - 79010063, Professions , Miami, Florida