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Job Details



Location: TALLAHASSEE FL Country: United States of America

Requisition No: 39948

Agency: Economic Opportunity


Position Number: 40053016

Salary: $41,000 - $45,000

Posting Closing Date: 07/18/2018

JOB TYPE: Full Time Career Service


The Florida Department of Economic Opportunity (DEO) promotes and facilitates economic, community and workforce development for all Floridians. DEO is working with our partners to implement policies that grow the number of jobs, businesses and tourists coming into the state. Our vision is for Florida to have the nation's top performing economy and be recognized as the world's best place to live, learn, play, work and do business.

As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state and national law enforcement records.


  • Knowledge and experience with System Center Configuration Manager (SCCM).
  • Knowledge and experience with Active Directory (AD) Group policy in an enterprise environment.
  • Knowledge and experience with PowerShell and batch scripting.
  • Knowledge and experience with deploying software, patches, and scripts in an enterprise environment.
  • Knowledge and experience with service ticket systems and tracking user problems in a HelpDesk environment.
  • Knowledge and experience in the administration of the Windows 10 operating system platform.
  • Knowledge and experience in the administration, maintenance, and analysis of computer software.
  • Knowledge and experience in the administration, maintenance, and analysis of computer hardware.
  • Knowledge and experience with Active Directory (AD), AD user accounts, and AD computer accounts.
  • Knowledge and experience with supporting users and computers through remote access software or clients.
  • Knowledge and experience with supporting users and computers through System Center Configuration Manager.
  • Ability to communicate effectively both in person and through electronic mediums.
  • Ability to work independently and as a team member.
  • Ability to research and utilize problem-solving techniques.
  • Ability to comprehend, develop, and interpret technical documentation.
  • Ability to manage time by prioritizing issues according to severity and organizational need.
  • Ability to understand and comply with laws, rules, regulations, policies, and procedures.


This position is a member of the Service Desk team and provides tier 2 support for users and computer systems both in-person and remotely, to include but not limited to: DEO systems, Network/Communication, Software, Hardware (ie: desktop computers, printers, peripherals), and Mobile Devices. The incumbent in this position will work on special projects and also provide customer support services, and other duties as required, in the areas of Local Area Network (LAN) and Wide Area Network (WAN) systems by:

  • Monitors the Cisco Agent Desktop software during work hours and serves as a backup phone coverage as necessary.
  • Takes ownership of escalated issues by logging each into the department's service ticket tracking system, accepting issues, resolving or forwarding assigned issues, and monitoring for completion of issues.
  • Timely resolution or forwarding of issues to the appropriate area for resolution while ensuring a smooth transfer of ownership.
  • Performs duties related to System Center Configuration Manager (SCCM) Administration, including, but not limited to: package deployment and app version control, patching, task sequence, collection, driver, configuration changes, and deployment monitoring.
  • Deploys patches to agency machines including, but not limited to: Microsoft, Adobe Reader, Java, Chrome, and Firefox
  • Performs security vulnerability remediation's by reviewing Qualsys report, prioritizing issues, researching fixes as required, researching impact to agency, presenting in the Change Action Board CAB (when needed), and implementing fix using various tools, including, but not limited to: SCCM, Group policy, PowerShell Scripts, and Batch Scripts.
  • Performs Win10 build/version maintenance, testing, and upgrades to keep computer systems in the agency compliant and able to receive Microsoft patches.
  • Manages short-term projects which fall within the scope of the IT Operations Service Desk.
  • Provides excellent customer service by maintaining positive attitude, setting expectations, and using clear communication.
  • Maintains excellent communication with the Service Desk team by being considerate to others and advising of relevant issues which may have an impact on the team.
  • Analyzes and resolves network/communication, software, hardware, and mobile device problems.
  • Provides other helpdesk services including installing, moving, and maintaining computer systems for use by end users including the hardware, software, peripheral equipment, and communications components.
  • Provides hardware and software quotes.
  • Seeks to improve operational efficiency by researching and suggesting ways to permanently resolve problems.
  • Implements changes operational efficiency by researching and suggesting ways to permanently resolve problems.
  • Acts as tech/team lead. Assists tier 1 staff with complex issues. Creates documentation for tier 1 staff on how to resolve these issues going forward.
  • Develops and maintain operational procedures, processes, and other technical documentation.
  • Performs other duties as required.


  • Must be available for on-call and overtime as required.
  • Must be available for emergency situations. (eg hurricanes)
  • Must be able to lift at least 30 lbs.
  • Minimum 3-5 years software and hardware desktop support and engineering experience.


  • College Degree in the field of computer science or information technology.
  • MCP, A+ Certification or equivalent.


This position's advertisement may also be viewed by registering on the Employ Florida website at

The Florida Department of Economic Opportunity is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service - 711.)

If you think you have been subjected to unlawful discrimination, you may file a complaint within 180 days from the date of the alleged violation with either the recipient's Equal Opportunity Officer, or the Director, Civil Rights Center:

  • Equal Opportunity Officer, Department of Economic Opportunity, Caldwell Building - MSC 150, 107 East Madison Street, Tallahassee, FL 32399-4129; or

  • Director, Civil Rights Center (CRC), U.S. Department of Labor, 200 Constitution Avenue NW, Room N-4123, Washington, DC 20210.

At DEO, we salute our heroes. We are honored to have the opportunity to support our nation's veterans and their family members by encouraging them to apply for positions at DEO that fit their skill sets. Let DEO's mission become yours.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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 (1-866-663-4735). 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. 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.

Posted Date: 11 Jul 2018 Reference: JS39948-EN_US Company: State of Florida Contact: State of Florida