Job Description

Requisition No: 866353
Agency: Agency for Health Care Administration
Working Title: 68064469 - DISTRIBUTED COMPUTER SYSTEMS ANALYST
Pay Plan: Career Service
Position Number: 68064469
Salary: $1,636.98 Biweekly
Posting Closing Date: 12/10/2025
Total Compensation Estimator
AGENCY OVERVIEW:
The Agency for Health Care Administration is Florida's chief health policy and planning entity.
The Agency is responsible for administering the Florida Medicaid program, the licensure and regulation of nearly 50,000 health care facilities, and empowering consumers through health care transparency initiatives.
Under the direction of Secretary Shevaun L. Harris, the Agency is focused on advancing Governor DeSantis' vision for Florida's health care system to be the most cost-effective, transparent, and high-quality health care system in the nation.
AGENCY OBJECTIVES:
HIGH QUALITY
Emphasizing quality in all that we do to improve health outcomes, always putting the individual first.
TRANSPARENT
Supporting initiatives that promote transparency and empower consumers in making well informed healthcare decisions.
COST-EFFECTIVE
Leveraging Florida's buying power in delivering high quality care at the lowest cost to taxpayers.
POSITION OVERVIEW:
This is a highly responsible Help Desk support position within the Division of Information Technology.
The incumbent is required to possess a level of experience and proficiency to conduct technical troubleshooting procedures with customers.
DUTIES: Answer Help Desk requests and provide tier-one and tier-2 support in a high-volume response environment.
Record customer information in the Help Desk ticket tracking systems.
Perform technical troubleshooting and escalate unresolved requests to the appropriate technician or vendor partner for resolution.
Process Network Access Form requests through the Help Desk ticket tracking systems in a timely fashion.
Maintain client information in the Help Desk ticket tracking systems.
Monitor the system for HR termination orders, conducts follow-ups, meets service level agreements, and Open for Business requirements based on the Position Description.
The incumbent must be able to effectively communicate electronically and verbally with users experiencing technical support issues.
Must possess critical thinking skills in order to quickly determine issues, provide a solution, and document in the ticket tracking system.
The Help Desk is open between the hours of 7:00 am and 5:30 pm, Monday through Friday, and requires flexible coverage.
Excellent customer service skills are required.
This position will be filled at $1,636.98 Biweekly and is non-negotiable.
BENEFITS:
Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck. We offer an excellent array of benefits, including:

• Health insurance (i.e., individual and family coverage) to eligible employees

• Life insurance; $25,000 policy is free plus option to purchase additional life insurance

• Dental, vision and supplemental insurance

• State of Florida retirement options, including employer contributions

• Ability to earn up to 104 hours of paid annual leave as a new employee with the State of Florida

• Ability to earn up to 104 hours of sick leave annually

• Nine paid holidays and 1 personal holiday each year

• Opportunities for career advancement

• Tuition waivers (accepted by major Florida Colleges/universities)

• Student loan forgiveness opportunities (eligibility required)

• Training opportunities

• Flexible Spending Accounts

• Shared Savings Program for select medical services

• Lower copays for prescription drugs

• Health and Wellness discounts

For a more complete list of benefits, please visit https://www.mybenefits.myflorida.com/
To be considered for the position all applicants must:
Submit a complete and accurate applicant profile and/or resume necessary for qualifying, such as dates of service, reason for leaving, etc.
In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on your applicant profile and/or resume (including military service, self-employment, job-related volunteer work, internships, part-time employment, etc.) and that gaps in employment are explained.
Support of knowledge, skills, and abilities should be demonstrated on the applicant profile and/or resume, in the education, in the work experience, in the work sample, in the interview and/or during reference checks.
Applicants who do not provide all information necessary to qualify, will not be considered for this position.
Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the Federal Bureau of Investigation.
KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Microsoft Office Applications.

• Knowledge of basic internet, VPN, cell phone, and computer software troubleshooting.

• Knowledge of basic terminology and procedures in the areas of computer hardware and software applications.

• Knowledge of Help Desk ticketing software or comparable programs.

• Ability to work in a training capacity with individuals.

• Ability to professionally communicate verbally and in writing.

• Ability to establish and maintain effective working relationships with others.

• Ability to effectively manage multiple tasks while meeting service level agreement timelines.

MINIMUM QUALIFICATIONS REQUIREMENTS

• One year of customer service experience.

• One year of experience troubleshooting technical computer issues.

• One year of experience troubleshooting internet or VPN issues.

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIREMENTS
N/A
CONTACT: CHRYSTAL PROVENCAL 850-412-4848
BACKGROUND SCREENING
It is the policy of the Florida Agency for Health Care Administration that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.
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. 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 . All documentation is due by the close of the vacancy announcement.

Skills Required