Ops Operations Analyst

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requisition no:868041

agency: department of law enforcement

working title: ops operations analyst i -

customer service administration/ customer support center

this position serves as a primary point of contact for local, state, and national criminal justice agencies, managing and resolving a high volume of inquiries through a centralized helpdesk. Provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems. Thoroughly documents all service calls and resolutions within a ticketing system, ensuring accurate tracking and closure of all reported issues while communicating technical information to users with a high degree of professionalism and adherence to established operating procedures.

This is an essential position that functions as a vital component of a 24/7 critical support operation.

specific duties include:

• beyond direct user support, this role is responsible for ensuring system integrity and availability;
• proactively monitoring network and system services to detect and address circuit outages, system issues, and misrouted communications;
• performing in-depth troubleshooting and problem analysis, utilizing diagnostic tools and established techniques to resolve hardware, software, and communication problems;
• coordinating with vendors and other support staff to elevate and resolve complex issues while maintaining accurate logs of all system downtime;
• disseminating critical messages and security bulletins statewide;
• redirecting misrouted interstate communications;
• assisting with user certification and system access inquiries;
• providing real-time assistance and guidance to other support staff; and
• managing and routing incoming system status notifications.

• knowledge of, or ability to learn, it helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures.
• knowledge of, or ability to learn, network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools;
• skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity;
• skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity;
• ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise;
• ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment;
• ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment;
• ability to work independently while also collaborating effectively within a team-oriented support structure; and
• ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision.

note: responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

• $21.05/hour

fdle recognizes the importance of growth and success while fostering a family-oriented work environment. We encourage our members to seek opportunities for professional growth through training, team building, and mentoring. Our four fundamental values of service, integrity, respect and quality will guide you as you embark on a lifelong career at fdle.

starting hourly salary will be the minimum of the class pay range, unless otherwise dictated by fdle’s pay policy. Fdle is a state of florida employer and offers a comprehensive ops benefits package (only available to ops members who will be working 30 or more hours a week) ,…