Requisition No: 851557
Agency: Department of Law Enforcement
Working Title: OPERATIONS ANALYST I - 71001137
Pay Plan: Career Service
Position Number: 71001137
Salary: $43,775.00
Posting Closing Date: 04/26/2025
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OPERATIONS ANALYST I
INFORMATION TECHNOLOGY SERVICES
CUSTOMER SERVICE ADMINISTRATION/CUSTOMER SUPPORT CENTER
**Internal advertisement for current FDLE members**
POSITION SUMMARY:
This position is in Information Technology Services, reporting to the Customer Support Center. The incumbent will be responsible for answering telephones and providing assistance, documenting calls for service in system, and monitoring commands terminals of FCIC (Florida Crime Information Center).
SPECIAL NOTE:
This position is for the midnight shift with working hours of 11PM-7AM.
DUTIES & RESPONSIBILITIES:
Specific duties include:
- Answering telephones on an ACD (Automated Call Distribution) phone system and providing callers with guidance and technical information related to FCIC, NCIC (National Crime Information Center), and more;
- Recording client identification information, problem description, and resolution and supporting notes;
- Closing completed tickets;
- Assigning tickets to other entities;
- Analyzing and resolving hardware, software, and communication problems using available documentation and tools;
- Sending BOLOS (Be on the Look Out) to variable destinations depending on user requests;
- Responding to other actionable items coming in from FDLE (Florida Department of Law Enforcement) customers, local agencies, and FDLE vendors such as new tickets, system status notifications, and more;
- Forwarding critical homeland security and intelligence bulletins to criminal justice entities; and
- Performing other related duties that include real-time assistance to other staff responding to customer queries and calls for assistance, training, documentation, and more.
KNOWLEDGE, SKILLS & ABILITIES:
- Knowledge of office automation operations and equipment;
- Knowledge of distributed processing operations, procedures, and equipment;
- Knowledge of problem-solving techniques;
- Knowledge of computer hardware and software terminology;
- Knowledge of terminology and procedures in the areas of data processing and computer programming;
- Ability to process information logically and solve problems;
- Ability o interpret and respond to computer error messages;
- Ability to install, troubleshoot, and maintain office automation equipment; and
- Ability to communicate effectively verbally and in writing.
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.
BASE SALARY:
NOTES:
Starting salary will be at the minimum of the class pay range, unless otherwise dictated by FDLE's pay policy. The elements of this selection process may include a work sample and/or interview. Future vacancies may be filled from this position advertisement.
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.
