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Advanced System Support Analyst  (100% Onsite from Day One)

Tallahassee, FL. Posted: 09/27/2021

Roles & Responsibilities

  • Two years of experience in a help desk environment (i.e., providing technical assistance, answering support calls, etc.)
  • Two years of experience writing SQL queries against SQL databases.
  • One year of experience working with surveillance and the most up-to-date reporting systems.
  • One year of experience writing technical and developing training documentation materials and recording training videos.
  • Respond and Resolve inquires related to the use of the COVID-19 portals received via Help Desk line or Cherwell ticket management system as needed by the end-user.
  • Answer email inquiries related to the use of the COVID-19 Cherwell ticket portals daily as needed by the Department.
  • Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk daily as requested by the Project Manager.
  • Provide help desk ticket updates through the Department’s Cherwell system daily as needed by the Department.
  • Set up new accounts authorized by the Section staff and Project Manager within 24 hours from receipt of Department approval.
  • Unlock system accounts for users as reported in the Cherwell system and assist with password resets in a timely manner from receipt of requestor.
  • Conduct statewide webinar trainings on new features of systems to end-users and develop user manuals of systems as needed by the department.
  • Assist with testing of new features of systems daily as directed by the department.
  • Document business processes for existing and new system features for applications as needed by the Project Manager and Department.
  • Provide systems implementation support during regular and off-hours as needed by the Department on a monthly basis.
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