Job Description

Requisition No: 875600

Agency: Department of Law Enforcement

Working Title: OPERATIONS ANALYST I - 71001104

Pay Plan: Career Service

Position Number: 71001104

Salary: $44,775.12

Posting Closing Date: 05/13/2026

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OPERATIONS ANALYST I

INFORMATION TECHNOLOGY SERVICES

CUSTOMER SERVICE ADMINISTRATION CENTER/CUSTOMER SUPPORT

**Open-Competitive Opportunity**

This position serves on our 24/7x365 helpdesk 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. 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. 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. This is an essential position that functions as a vital component of a 24/7 critical support operation. As such, this advertisement will be used to fill vacancies on various shifts Day shift hour 7a,-# on the daytime shift, working the hours of 7am to 3pm, evening shift 3pm to 11pm and Midnight shift 11pm to 7am. Due to the nature of our positions and coverage of all time periods, the position will be required to work some weekends and occasional holidays in support of law enforcement statewide during the assigned shift.

DUTIES & RESPONSIBILITIES:

Specific duties include:

• Beyond direct user support, this role is responsible for ensuring system integrity and availability;
• Proactively monitoring network and system services to detect and address circuit outages, system issues, and misrouted communications;
• 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 as required in a critical support environment.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of, or ability to learn, IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures;
• Knowledge of, or ability to learn, 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;
• Ability to work independently while also collaborating effectively within a team-oriented support structure; and
• Ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision.

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

HOW YOU WILL GROW:

FDLE recognizes the importance of growth and success while fostering a family-oriented work environment. We encourage our members to seek opportunities for professional growth through training, team building, and mentoring. Our four Fundamental Values of Service, Integrity, Respect and Quality will guide you as you embark on a lifelong career at FDLE.

OUR SALARY & BENEFITS:

Starting salary will be the minimum of the class pay range, unless otherwise dictated by FDLE’s pay policy. FDLE is a State of Florida Employer and offers a comprehensive benefits package, including:

• State of Florida Tuition Waiver Program;
• Paid holidays, vacation and sick leave;
• HMO and PPO health insurance options with premiums starting as low as $50 per month;
• $25,000 in automatic life insurance coverage;
• Multiple supplemental insurance options including: dental, vision, disability and more;
• Paid maternity leave and parental leave following the birth or adoption of a child;
• Pension and investment retirement plan options; and
• Tax deferred medical and child care reimbursement accounts.

ABOUT OUR AGENCY:

The Florida Department of Law Enforcement (FDLE) employs more than 2,000 members statewide – either at headquarters in Tallahassee or in one of seven regional operations centers (ROCs).Our mission is topromote public safety and strengthen domestic security. Click here for additional information about FDLE.

HIRING PROCESS:

You will be evaluated for this job based on your previous knowledge and experience. Additional reviews may be performed to screen for preferred qualifications, experience and education. Your qualifications will be based on knowledge, skills, and abilities and other elements relevant to this position supported by the information in your application. Qualifying questions will only be credited if verifiable by the information provided on your application including specifically required software/computer skills. You may be contacted to participate in a selection process which may consist of written exercises, work samples, skills tests, interviews, drug screen and fingerprinting. You may be notified by email to participate in a selection process. Failure to reply within a designated timeframe may exclude you from further consideration. Future vacancies may be filled from this position advertisement.

BACKGROUND:

FDLE requires an extensive background process of all recommended applicants. The elements of a background include: financial credit check, criminal history of applicant and applicant’s immediate family or roommates, personal references, employment and education verifications (which includes official transcript(s)), drug screen and fingerprinting. This information will be utilized to make the final hiring decision.

NOTES:

Preference will be given to current FDLE members who have satisfactorily completed at least six months of the probationary period for their current position.

REMINDERS:

1. 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: http://www.sss.gov
2. 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 cancelled, suspended, or deemed ineligible depending upon the date of your retirement.

The State of Florida hires only U.S. citizens and lawfully authorized alien workers.

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.