68064991 - SENIOR INFO TECH BUSINESS CONSULTANT

Requisition No: 858001 

Agency: Agency for Health Care Administration

Working Title: 68064991 - SENIOR INFO TECH BUSINESS CONSULTANT

 Pay Plan: Career Service

Position Number: 68064991 

Salary:  $2,076.92 - $2,307.69 Biweekly 

Posting Closing Date: 08/15/2025 

Total Compensation Estimator Tool

Senior Info Tech Business Consultant / 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 Triage 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.

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.

 

 

Minimum Qualifications

•One year of experience with IT Help desk

•One year of experience in customer service

•An associate’s degree from an accredited college or university in information technology or related field can substitute on year for year basis for the required experience as described above.

 

Preference will be given to the candidates that have:

•Experience with ServiceNow

•Experience in health care sector

 

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!

 

 

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