Distributed Computer Systems Specialist

The Distributed Computer Systems Specialist provides advanced Tier I and Tier II technical support within a Service First IT environment, supporting enterprise systems, applications, endpoint technologies, and operational support services. This role is responsible for troubleshooting and resolving complex incidents and service requests, supporting operational continuity, monitoring system events, and coordinating escalations and service restoration activities. The position also serves as a Knowledge Management owner responsible for maintaining knowledge articles, operational procedures, troubleshooting documentation, and process updates to improve consistency, efficiency, and customer support. In addition, the role supports and backs up Problem Management activities by identifying recurring issues, assisting with root cause analysis, documenting trends, and supporting corrective action efforts across operational teams. The incumbent works closely with Service Desk, Infrastructure, Tier III teams, vendors, and operational support teams while following IT Service Management (ITSM) processes including Incident, Request, Problem, Change, Knowledge, and Configuration Management.

If you have a desire to use your talent and skills at an organization that provides critical services to millions of individuals, businesses and families across the state, the Florida Department of Revenue invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. To learn more about the Department of Revenue's excellent array of benefits, including career training, tuition waivers, paid vacations, insurance, and retirement programs, visit our website (https://floridarevenue.com/sites/careers/SitePages/Home.aspx) ., + Three years of customer service experience.

• Two years of experience Service Desk, Help Desk, or enterprise IT support environment using an IT ticketing system.

• One year of experience in troubleshooting hardware, software, account access, or application-related issues.

• Two years of experience in incident management, escalation, and customer service practices.

• Experience with documenting and or creating process and procedural documents.

PREFERENCES:

• Experience contributing to knowledge management or technical documentation initiatives.

• Knowledge of ITIL or ITSM best practices.

• The tentative salary for this is $45,916.88 annually.

• This position is ineligible for remote work.

SALARY: $43,621.08 - $45,916.80 / annually

BENEFITS: Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, paid parental leave, 10 paid holidays annually, retirement savings, and vision and dental insurance.