OPERATIONS ANALYST II - HELP DESK TECHNICIAN

Requisition No: 877090 Agency: Department of Health Working Title: OPERATIONS ANALYST II - HELP DESK TECHNICIAN Pay Plan: Career Service Position Number: 64081684 Salary: $36,317.26 - $40,000 Posting Closing Date: 06/12/2026 Total Compensation Estimator ToolDivision of Medical Quality Assurance System Support Services Bureau of Operations Operations Analyst II – Help Desk Technician Open Competitive Opportunity Do you have business knowledge along with analytical and technical skills? Are you a looking to improve efficiency and effectiveness in business operations? Do you enjoy research and providing solutions to others? We are seeking an Operations Analyst II in MQA’s Bureau of Operations, System Support Services Unit. The ideal candidate will become a key player on our team that makes a real difference in the division. You will be responsible for ensuring quality assurance, improving communication between the users and support staff, and improving the efficiency and effectiveness of the business operations. ATTENTION CANDIDATESTo be considered for a position with the Florida Department of Health, Division of Medical Quality Assurance, Bureau of Operations: All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile). Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position. Responses to Qualifying Questions must be clearly supported in your employment history. This position requires current authorization to work in the United States without employer sponsorship. The Department of Health is unable to provide employment visa sponsorship (this includes Stem OPT and/or Form I-983). Your Specific Responsibilities: This position requires strong business knowledge, analytical, and technical skills. The incumbent in this position will: Serve as a help desk technician to resolve business office technical issues directly, or properly and timely assign tickets to the correct team. Serve as a business and systems information conduit between the stakeholders, internal and external customers, system administrators, and technology and support teams through which statutorily mandated business requirements flow. The incumbent will collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between system usability and business needs. Assist with asset management and annual property inventory. Critically evaluate information gathered from multiple sources, reconcile conflicts, break down high-level information into details. Facilitates system quality assurance testing; and coordinate with internal and external stakeholders to ensure that deliverable ticket resolution deadlines are met. Perform other work-related duties as required. Required Knowledge, Skills, and Abilities: Strong Analytical Skills Knowledge of document management systems Experience with ticket management systems Experience with Microsoft Office Suite Ability to communicate technical issues, risks, and approaches to non-technical staff. Strong business communication skills, both verbally and in writing. Ability to troubleshoot technical problems and/or implement design changes. Ability to facilitate meetings Ability to work effectively in a team environment. Process management skills Ability to negotiate and resolve conflict Political awareness Ability to read and comprehend Statutes and Rules Ability to evaluate information gathered from multiple sources and break down high-level information into details. Minimum Qualifications: Minimum of three years working in a helpdesk ticketing system. Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. The role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods. Must be willing to physically come into the office to perform job duties. Florida Department of Health Mission, Vision, and Values: Mission: To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts. Vision: To be the Healthiest State in the Nation. Values: I nnovation: We search for creative solutions and manage resources wisely. C ollaboration: We use teamwork to achieve common goals & solve problems. A ccountability: We perform with integrity & respect. R esponsiveness: We achieve our mission by serving our customers & engaging our partners. E xcellence: We promote quality outcomes through learning & continuous performance improvement. Where You Will Work: Division of Medical Quality Assurance Tallahassee, FL Leon County This is a full-time, in-office role with no provision for remote work. The 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: Annual and Sick Leave benefits; Nine paid holidays and one Personal Holiday each year; State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options; Retirement plan options, including employer contributions (For more information, please click Flexible Spending Accounts; Tuition waivers; And more! For a more complete list of benefits, including monthly costs, visit Please be advised: Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process. This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement. The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system. E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility. Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days. All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered. The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on click.appcast.io). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center View phone number on click.appcast.io). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.