OPERATIONS ANALYST I - 71001110

Requisition No: 878370

Agency: Department of Law Enforcement

Working Title: OPERATIONS ANALYST I - 71001110

Pay Plan: Career Service

Position Number: 71001110

Salary: $ 44,775.12

Posting Closing Date: 06/25/2026

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OPERATIONS ANALYST I

INFORMATION TECHNOLOGY SERVICES

CUSTOMER SERVICE ADMINISTRATION CENTER/CUSTOMER SUPPORT EVENING SHIFT

Internal advertisement for current FDLE members

POSITION SUMMARY:

This position serves as a primary point of contact for local, state, and national criminal justice agencies, managing and resolving a high volume of inquiries through a centralized helpdesk. This position provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems. This position also thoroughly documents all service calls and resolutions within a ticketing system, ensuring accurate tracking and closure of all reported issues while communicating technical information to users with a high degree of professionalism and adherence to established operating procedures.

DUTIES & RESPONSIBILITIES:

Specific duties include:

• Monitoring network and system services to detect and address circuit outages, system issues, and misrouted communication;
• Performing in-depth troubleshooting and problem analysis, utilizing diagnostic tools and established techniques to resolve hardware, software, and communication problems;
• Coordinating with vendors and other support staff to escalate and resolve complex issues while maintaining accurate logs of all system downtime;
• Disseminating critical messages and security bulletins statewide;
• Redirecting misrouted interstate communications;
• Assisting with user certification and system access inquiries;
• Providing real-time assistance and guidance to other support staff;
• Managing and routing incoming system status notifications; and
• Performing other related duties.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures;
• Knowledge of network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools;
• Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity;
• Skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity;
• Ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise;
• Ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment;
• Ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment; and
• Ability to work independently while also collaborating effectively within a team-oriented support structure.

Note: Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

BASE SALARY:

• $44,775.12

NOTES:

Starting salary will be at the minimum of the class pay range, unless otherwise dictated by FDLEs pay policy. The elements of this selection process may include a work sample and/or interview. Future vacancies may be filled from this position advertisement.

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. 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.