Requisition No: 851490
Agency: Agency for Health Care Administration
Working Title: 6805030 - DISTRIBUTED COMPUTER SYSTEMS ANALYST/HELP DESK TRIAGE TECHNICIAN
Pay Plan: Career Service
Position Number: 68065030
Salary: $2,076.92 - $2,307.69 biweekly
Posting Closing Date: 05/02/2025
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Distributed Computer Systems Analyst/Help Desk Triage Technician
Office of FX Program Administration (FXPA)
State of Florida Agency for Health Care Administration
This position is located in Tallahassee, FL or AHCA Field Office locations
Position Overview and Responsibilities
This position will serve as the Help Desk technician in the Office of Florida Health Care Connections (FX) in the Agency for Health Care Administration. The Help Desk tech is responsible for answering help desk requests and providing tier two support. Will also assist as needed with the integration between the Office of FX, FX Help Desk, IT Service Desk and the FX Service Desk.
This position is part of the integration team and will report directly to the FX Help Desk Supervisor.
Examples of responsibilities are included below:
• Answer Help Desk requests and provide tier two support.
• Record customer information in the Help Desk ticket tracking system.
• Perform basic troubleshooting and escalate unresolved requests to the appropriate technician or vendor partner for resolution.
• Monitor the Help Desk tracking system and email. Meet service level agreement timelines.
• Assist the FX Help Desk supervisor with operationalizing and streamlining the FX Help Desk.
• Notify supervisor of any needed changes to the FX Help Desk documentation or processes
• Identify areas for process improvement and implement effective solutions.
• Follow-up on tickets and tasks that are in progress, pending or waiting. Communicating with external and internal groups within the organization as well as external vendors.
Contact Tayna Hand for more information: 850-412-4060
Knowledge, Skills, and Abilities
• Knowledge of Microsoft Office Applications.
• Knowledge of basic internet, cell phone, and computer software troubleshooting.
• Knowledge of basic IT terminology and procedures in the areas of computer hardware and software applications.
• Knowledge of Help Desk ticketing software or comparable programs.
• Excellent customer service skills
• Ability to work in a training capacity with individuals.
• Ability to professionally communicate verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Ability to effectively manage multiple tasks while meeting service level agreement timelines.
• Ability to work independently and as part of a team.
• Experience with ServiceNow a plus.
• Experience in health care sector is a plus.
Minimum Qualifications
• At least 1 year of experience with IT Help desk.
• At least 1 year of experience in customer service.
Preferences
• An associate’s degree in information technology or related field is preferred and can substitute for the required experience.
Message from the Office of Health Care Connections (FX)
Do you want to impact people’s lives with your work? Do you want to be a part of a team that works hard and supports your efforts? Come work at FX!
FX (Florida Health Care Connections), is a transformation to ensure our Agency’s mission of Better Health Care for All Floridians continues for generations to come. Come join us and …
• Jump into the front end of creating and implementing innovative solutions for Government Healthcare programs;
• Take part in one of the largest transformation initiatives in Florida’s history and make a lasting impact for millions of people statewide;
• Enjoy working with a team known for their diligence and collaboration and perceived as a leader among similar programs in the nation;
• Enjoy benefits offered as a State of Florida employee, including health insurance options; pension and investment retirement plans; and sick and annual leave
Learn more at: https://ahca.myflorida.com/medicaid/florida-health-care-connections-fx
Thank you for your interest!
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 Group Insurance Coverage Options, including health, life, dental, vision, and other supplemental insurance options;
•Flexible Spending Accounts;
•State of Florida retirement options, including employer contributions;
•Generous annual and sick leave benefits;
•9 paid holidays a year and 1 Personal Holiday each year;
•Career advancement opportunities;
•Tuition waiver for courses offered by Florida’s nationally ranked State University System ;
•Training and professional development opportunities;
•And more!
BACKGROUND SCREENING
It is the policy of the Florida Agency for Health Care Administration 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, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and 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 clicking here. All documentation is due by the close of the vacancy announcement.
