OFFICE AUTOMATION ANALYST (SENIOR) - 60048612

Requisition No: 863342 

Agency: Children and Families

Working Title: OFFICE AUTOMATION ANALYST (SENIOR) - 60048612

 Pay Plan: Career Service

Position Number: 60048612 

Salary:  $46,817.73 

Posting Closing Date: 10/29/2025 

Total Compensation Estimator Tool

Department of Children and Families

Office of Information Technology Services

Help Desk - Command Center Agent

 

Anticipated Vacancy. The Office of Information Technology Services is looking for a detail-oriented Command Center Agent to join our team. This position is located at the DCF Headquarters in Tallahassee in the Office of Information Technology Services.

 

EXAMPLES OF WORK:

• Monitors Help Desk call queues and ticket queues.
• Creates and adjusts agent schedules, logs events and exceptions, and prepares regular reporting.
• Ensures call handling standards are met and tickets are routed and processed correctly.
• Monitors DCF system environments and reacts to events using predefined procedures to ensure service and issue response.
• Functions as a central point of communication for system disruption and incidents.
• Effectively coordinates with process managers communicating escalated issues and estimated time of issue resolution as available to end users.
• Answers calls, chats, emails and/or web tickets as assigned in timeframe set by Help Desk standards and expectations.
• Maintains current knowledge of information technology as it relates to the Department.
• Responsible for repository of documents, which includes drafting, archiving, reviewing, and updating of resource material as applicable. 
• Tracks and updates assigned tickets accordingly, ensuring incident or request is being resolved within the standards of the Department while keeping the customer informed of progress and status.
• Works cooperatively as a team player and maintains a good attitude that is conducive to the goals of the team, assisting Help Desk teammates upon request.
• Performs other related duties as assigned.

 

KNOWLEDGE, SKILLS, AND ABILITIES, including utilization of equipment, required for the position:

Knowledge of OITS and Help Desk procedures; Knowledge of Department programs, systems and applications; Knowledge of security protocols including password security; Knowledge and utilization of MS 365; Knowledge of DCF operating systems and the impact or interaction of the current operating system as it pertains to DCF Systems; Ability to sit at a desk for long periods of time with little mobility while working on a computer and monitoring systems; Ability to work in a small space with a high number of other employees; Ability to work in a loud environment and remain undistracted; Ability to process and understand direction;  Ability to document with data integrity; Effective Listening; Ability to communicate clearly and accurately, oral and written; Ability to communicate technical information to non-technical personnel; Ability to exercise patience and professionalism during challenging situations; Ability to work independently and in collaboration with teammates; Ability to establish and maintain effective working relationships with others; Ability to learn in a fast-paced environment; Strong analytical skills and advanced troubleshooting abilities; Attention to detail; Strong ability to maintain confidentiality; Professional attitude; Dependability and reliability; Exhibit a positive, customer friendly attitude.

 

REQUIREMENTS:

Responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must be verifiable on the Candidate Profile and resume (if one is attached). Putting “see resume” does not substitute for completing all sections of the Candidate Profile.  Candidates with incomplete candidate profiles may not receive employment consideration.

• Willing to work overtime and rotate shifts as necessary (commonly coordinating with a colleague to ensure coverage between 7:00am and 5:30pm, sometimes with short, same-day notice).
• Willing to work during emergency offi