Registration/Helpdesk Telecommunications Specialist II

The State of Florida is seeking a Registration/Helpdesk Telecommunications Specialist II to support external users of the Electronic Death and Birth Registration systems. This onsite role in Jacksonville focuses on help desk operations, system support, and user assistance for agencies and facilities submitting vital statistics records electronically.

What You’ll Do

• Provide technical assistance to users through phone and email, helping resolve system access issues.
• Coordinate with the central or regional Department of Health help desk to ensure tickets are addressed in a timely manner and closed once resolved.
• Process and track new user access forms.
• Support the Records Registration unit with day-to-day operations, including assistance with manual entry of Birth, Death, Dissolution of Marriage, Fetal Death, and Marriage records.
• Develop and coordinate help desk procedures to maintain quality and consistency in customer service delivery.
• Troubleshoot and analyze system performance, including addressing user error issues reported by phone or email.
• Troubleshoot and analyze relational database components related to user error issues.
• Train staff involved in program support activities that enable electronic filing of vital statistics records.
• Develop and maintain user acceptance test scripts to confirm the system performs as designed, including requirements documents and future enhancements.
• Review and update system user manuals and guides.
• Prepare and submit detailed reports to management regarding user or facility activities within the system, as requested.
• Coordinate help desk coverage for weekends and holidays, and be prepared for a variable work week schedule.
• Perform other duties as required.

Required Qualifications

• Knowledge of computer equipment.
• Ability to diagnose and resolve telecommunication problems.
• Knowledge of records management system standards and procedures.
• Knowledge of Florida Statutes and Florida Administrative Code.
• Knowledge of the Department of Vital Records Registration and code manuals.
• Ability to coordinate technical staff activities engaged in records management system support.
• Ability to provide training and assessment, communicate effectively, and identify and solve problems.
• Excellent customer service skills and knowledge of Office 365 products such as Word, Excel, and Outlook.
• Ability to troubleshoot system issues and resolve.

Tools and Systems

• Office 365
• Word, Excel, Outlook
• Electronic Death and Birth Registration systems
• Relational database

Compensation and Work Location

• Salary: USD 34,759 - 45,000 per year
• Work Location: 1217 N Pearl Street, Jacksonville, FL 32202 (onsite)
• Nearest Major Market: Jacksonville

Benefits

• Annual and Sick Leave benefits
• Nine paid holidays and one Personal Holiday each year
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers

Important Notices

• Responses to qualifying questions must be verifiable by documentation provided through the electronic application process.
• This position requires a security background check and/or drug screening and participation in direct deposit.
• To conduct the background check, you will be required to provide your Social Security Number (SSN).
• Successful completion of a drug test is a condition of employment for safety-sensitive positions.
• Male applicants born on or after October 1, 1962, are not eligible for hire or promotion unless registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.
• Retirees of the Florida Retirement System (FRS) should check with FRS regarding how re-employment may affect benefits.
• Completion of Form I-9 is required, with verification via the E-Verify system.
• Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.
• All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English.
• The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.
• Reasonable accommodation requests must be made in advance to allow sufficient time to provide the accommodation (People First Service Center: 1-877-562-7287).
• The State of Florida supports a Drug-Free workplace, and employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S.
• Through the Department’s VALOR program, military veterans may qualify for expedited licensing and waivers of initial licensing and application fees for certain health care professional licenses within 60 months of an honorable discharge.
• Veterans’ Preference is offered pursuant to Chapter 295, Florida Statutes for eligible Career Service vacancies. Documentation must be attached, including character of service (for example, DD Form 214 Member Copy #4) and any other documentation required by Rule 55A-7, Florida Administrative Code.