SENIOR USER SUPPORT ANALYST - 22008170

Requisition No: 849346 

Agency: State Courts System

Working Title: SENIOR USER SUPPORT ANALYST - 22008170

 Pay Plan: State Courts System

Position Number: 22008170 

Salary:  $47,663.37 Annually 

Posting Closing Date: 04/02/2025 

Total Compensation Estimator Tool

Position Title

Senior User Support Analyst

 

Position Number

22008170

 

Job Location

Office of the State Courts Administrator, Office of Information Technology, 500 South Duval Street, Tallahassee, Florida

 

Salary Range

$47,663.37 Annually

 

Job Description

The position provides daily technical hardware and software support for the Office of the State Court's Administrator (OSCA) end users, as well as System Administrators and other technical staff at the District and Trial Court level. The purpose of this position is to be an initial technical support contact person who can troubleshoot and resolve common hardware and software workstation technical problems, install work-related software applications, work internally with other Office of Information Technology (OIT) staff to escalate technical issues as required, and to ensure that the security and integrity of OSCA data remains intact. This position also serves as a lead technical support person for the OSCA and provides training to the other OSCA user support analysts as needed. This position will also respond to system wide outages as needed. This position requires occasional travel to assist with event technology needs.

 

Examples of Work Performed

Deploy and maintain hardware and software at the workstation level.

Work technical end user hardware and software issues early in their detection to effect rapid restore time for users. This can include network connectivity, workstations, telephony, mobile devices, and other peripheral computer components. Regularly update tickets in the ticketing system.

Create and manage Active Directory user accounts, email accounts, and distribution lists.

Detect, analyze, and escalate medium to large scale system outages.

Work as a team member on projects and restoration.

Open tickets with hardware vendors for repair and support requests.

Provide support to technical staff at the District and Trial court level.    

Develop and provide IT training to end users and other technical staff.

 

Education and Training Guidelines

Education: Refers to job specific training and education that is recommended for entry into the position. Additional relevant experience may substitute for the recommended educational level on a year-for-year basis.

Bachelor’s degree in computer science, information technology, or a closely related field.

Experience: Refers to the amount of related work experience that is recommended for entry into the position that would result in reasonable expectation that the person can perform the required tasks. Additional relevant education may substitute for the recommended experience on a year-for-year basis, excluding supervisory experience.

Two years of related work experience.

 

Competencies

Knowledge of and ability to install, troubleshoot, and repair end user computer hardware and peripherals, software applications, and connectivity.

Knowledge of modern operating systems and desktop applications.

Some knowledge of Microsoft server environment and related administrative tasks.

Knowledge of basic network connectivity.

 

Special Comments

The Florida State Courts System offers a comprehensive selection of State of Florida employee benefits: membership in the Florida Retirement System, optional enrollment in a subsidized Health insurance plan, optional enrollment in Life, Dental, and Disability insurance plans, and paid term life insurance.