Systems Project Analyst (Help Desk Technician)

Requisition No: 829184 

Agency: Florida Gaming Control Commission

Working Title: Systems Project Analyst (Help Desk Technician)

 Pay Plan: Career Service

Position Number: 41500703 

Salary:  $55,000.00 - $60,787.00 commensurate with experience 

Posting Closing Date: 05/27/2024 

Total Compensation Estimator Tool

Florida Gaming Control Commission 
Office of Information Technology

 

Class Title: Systems Project Analyst - Help Desk Technician  
Position Number: 41500703

Hiring Salary: $55,000.00 - $60,787.00

(Pending Establishment)

 

This position is located in Ft. Lauderdale, FL.

 

***OPEN COMPETITIVE***

 

Overview: 

The Florida Gaming Control Commission (FGCC) is a five-member commission appointed by the Governor. The FGCC is charged with investigating and enforcing Florida pari-mutuel and gaming statutes and rules. 

 

The FGCC is searching for a Help Desk Technician to help support our growing agency, infrastructure, and IT team. This role will report directly to the Help Desk/Infrastructure Support Manager and will support offices located in the Central and Southern Regions. This position will require extensive travel (personal vehicle) and the ability to lift up to 50lbs. 

 

This position will be involved in delivering desktop support, identity management in Azure Active Directory, managing devices in Microsoft Intune & Teams, maintaining Microsoft 365 services, and providing network support.  

 

Duties and Responsibilities:

• Provides technical support for most technical issues while empowering users to solve their own issues as much as possible. 

• Troubleshoots common issues.  

• Sets up equipment (typically desktops and laptops) for employee use, performing or ensuring proper cable management, operating systems, or appropriate software. 

• Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. 

• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities through ticketing system and knowledge repositories.  

• Follows up on outstanding requests and ensures timely resolution. 

• Creates accounts and configures hardware as part of the on-boarding process.

• Provides user account support, including password resets and troubleshooting authentication issues. 

• Manages and monitors internal assets to ensure accurate inventory records. 

• Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support. 

• Develops training materials and procedures, or trains users in the proper use of hardware or software. 

• Maintains inventory of IT assets and helps promote and maintain a clean server room and IT environment at all sites. 

• Performs routine maintenance around reports, labels, and other documentation required by operations. 

• Provides proactive and reactive support to all end users by addressing assigned help desk incidents. 

• Provides operational support for the organization's information systems and peripheral equipment, such as servers, printers, storage devices, mobile devices, network devices and VoIP or Collaboration solution. 

• Setups and supports remote users’ connectivity. 

• Supports and administers telephony and its infrastructure. 

• Frequent travel to the other sites within Florida to complete any necessary IT system work and end-user support. 

 

Minimum Requirements: 

• 2 years of experience supporting desktop applications, Active Directory/Azure AD, Office 365, desktop hardware and software. 

• Good working knowledge of current operating systems, Active Directory /Azure AD, Microsoft Intune, Microsoft Teams, Office 365, and Cloud services. 

• Sufficient experience in the Duties & Responsibilities described above can be considered to satisfy any of the minimum requirements.

 

The incumbent must be: 

• Reliable and dependable.

• Strong skills in problem-solving and critical thinking. 

• Excellent time management skills and ability to manage multiple tasks. 

• Proven interpersonal and communication skills. 

• The ability to work with all levels of employees i