Application Systems Analyst: Help Desk

  • Job Code: U8832
  • Pay Grade:UD
  • Pay Scale:$60,000.00-$96,000.00 Annually
  • Exempt:Yes

Overview

This is a tier 1 application support position within the Information Services Division (ISD) Help Desk Section. This role assists Help Desk staff and reports inconsistencies to support managers while working with team members to provide solution articles and direction when needed. Other responsibilities include providing analyses, audits, and reporting on Help Desk metrics that include volume and trends across all supported applications and systems; working closely with the department manager to assist and act in a backup capacity for the agency wide Florida Crime Information Center Agency Coordinator (FAC) and backing up the Sheriff’s Office points of contact (POCs) with daily, weekly, monthly, and yearly compliance audits and reporting; and communicating openly with all departments on issues and trends and provide feedback when needed.

Note: Depending on assigned responsibilities, employees may perform some or all of the duties below.

  • Provide responsible technical and professional assistance to departments by reviewing, analyzing, and troubleshooting day-to-day software, hardware, databases, and related application issues.

  • Provide ongoing review of knowledge base articles for accurate and relevant content as well as compliance to style and format.

  • Work effectively with other support team members and information technology (IT) staff on ongoing design, testing, and support of ISD needs.

  • Utilize system tools, time, and resources effectively, and provide timely status reports to management.

  • Assist in coordinating testing activities among various areas for software releases including end user training and documentation.

  • Assist with the security of business data to ensure accurate and appropriate use of resources, data, and end user separation of duties.

  • Actively communicate technical and business aspects of work efforts to promote a team player atmosphere.

  • Audit all certification compliance issues and report to areas on certification expirations that are required including, but not limited to, Health Insurance Portability and Accountability Act (HIPAA), Florida Crime Information Center (FCIC) Limited and Full Access, and Criminal Justice Information Services (CJIS).

  • Perform other related duties as required.

Knowledge, Skills & Abilities

  • Working knowledge of Help Desk/Customer Service in a technical environment.

  • Working knowledge of the Florida Department of Law Enforcement (FDLE), Florida Department of Highway Safety and Motor Vehicles (FLHSMV) Driver and Vehicle Information Database (DAVID), and Electronic License and Vehicle Information System (ELVIS) audit process.

  • Knowledge and ability to report on current IT Service Management (ITSM) and FreshService systems.

  • Strong English written and verbal communications skills.

  • Strong analytical and solution/problem solving skills.

  • Strong task management skills.

  • Ability to document processes and step by step documentation for technical solutions.

  • Ability to analyze stations, systems, and processes and provide formal analyses of them.

  • Ability to take ownership of an aspect or task on a project with little to no assistance.

Working Conditions

  • Working within an office environment within a law enforcement agency.

  • Remaining in a stationary position for extended periods of time at a keyboard, workstation, or meeting and/or training site.

  • Occasionally engaging in light physical exertion (e.g., lifting, carrying, pushing and/or pulling of objects and materials of light weight from 5 to 10 pounds).

  • May be required to work non-standard hours including nights, weekends, and holidays.

Minimum Education & Experience

  • A high school diploma or possession of a GED certificate.

  • Three years of paid experience in a technical support role (e.g., help desk, service desk, desktop).

OR

  • An associate degree from an accredited institution of higher education.

  • Two years of paid experience in a technical support role (e.g., help desk, service desk, desktop).

OR

  • A bachelor’s degree from an accredited institution of higher education with a major in computer science, information systems, accounting, statistics, or a related field.

  • One year of paid experience in a technical support role (e.g., help desk, service desk, desktop).

OR

  • Three years of experience in a Hillsborough County Sheriff’s Office Information Services Division position.

Preferred Qualifications

  • A bachelor’s degree from an accredited institution of higher education with a major in computer science, information systems, accounting, statistics, or related field may replace an equivalent amount of experience.

  • Four years of paid experience in a technical support role (e.g., help desk, service desk, desktop) within multiple enterprise server applications.

  • Experience with public safety and/or law enforcement environments.

Last updated: 11/4/2024