Requisition No: 500442
Agency: Department of Law Enforcement
Working Title: CRIMINAL JUSTICE CUSTOMER SERVICE SPEC – 71000293
Position Number: 71000293
Salary: $30,988.62
Posting Closing Date: 11/12/2021
The Florida Department of Law Enforcement (FDLE) employs more than 1,900 members statewide – either at headquarters in Tallahassee or in one of seven regional operations centers (ROCs). Services are delivered by five key areas: Executive Direction and Business Support; Investigations and Forensic Science; Florida Capitol Police; Criminal Justice Information Services; and Criminal Justice Professionalism. for additional information about FDLE.
MISSION:
To promote public safety and strengthen domestic security by providing services in partnership with local, state, and federal criminal justice agencies to prevent, investigate, and solve crimes while protecting Florida’s citizens and visitors.
CRIMINAL JUSTICE CUSTOMER SERVICE SPECIALIST
To be considered as a potential candidate, you must meet the minimum qualifications(s) listed below. Degrees must be from an accredited college or university as recognized by the U.S. Department of Education.
MINIMUM QUALIFICATIONS:
1. A bachelor’s degree from an accredited college or university and one year of professional or technical experience in the criminal justice or in customer or public relations.
2. Professional or technical experience as described above can substitute on a year-for-year basis for the required bachelor’s degree.
3. Any combination of the experience as described above, or vocational/technical training in the area of law enforcement, data processing or secretarial science, or college course work from an accredited institution can substitute at the rate of 30 semester, 45 quarter or 720 classroom hours per year for the required education.
DUTIES & RESPONSIBILITIES:
This position serves as a liaison with local, state and national criminal justice agencies and responds to incoming calls at the Customer Support Center (CSC) Help Desk concerning issues relating to the Florida Crime Information Center (FCIC) software and Training Information System (TIS) as well as related policies and procedures. Specific duties include:
- Providing technical telephone support to FDLE computer users and external agencies;
- Installing, upgrading, and configuring computer hardware and software according to department standards;
- Performing troubleshooting and problem analysis;
- Analyzing and resolving hardware, software, and communications problems using diagnostic tools and troubleshooting techniques and processes;
- Assisting customers with FCIC software issues;
- Resolving access issues to various applications;
- Utilizing technical systems to provide information and to interpret and disseminate rules, policies and procedures for criminal justice agencies and citizens; and
- Assisting CSC staff in completing special assignments as directed.
KNOWLEDGE, SKILLS & ABILITIES:
- Knowledge of problem-solving techniques;
- Knowledge of desktop ticketing solutions;
- Knowledge of computers and software;
- Knowledge of the criminal justice system;
- Knowledge of law enforcement telecommunication systems;
- Knowledge of the methods of data collection;
- Ability to work in a team environment;
- Ability to process information logically and solve problems;
- Ability to understand and apply applicable rules, regulations, policies and procedures;
- Ability to monitor criminal justice program activities;
- Ability to work independently;
- Ability to plan, organize and coordinate work assignments;
- Ability to effectively communicate verbally and in writing; and
- Ability to establish and maintain effective working relationships with others.
SPECIAL NOTE:
This advertisement will be used to fill multiple positions on a 24/7 support helpdesk. The normal working shift hours for this position are 7: 00 am – 3: 00 p.m., or 11: 00 p.m. – 7: 00 am, Monday through Friday. However, the incumbent for this position will be required to work occasional weekends and holidays as well.
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:
- 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;
- Pension and investment retirement plan options;
- Tax deferred medical and child care reimbursement accounts; and
- State of Florida Tuition Waiver Program.
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, and interviews. 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 their probationary period or served at least one year in their current position. Preference may be given to applicants in the State Personnel System who have satisfactorily completed their probationary period or served at least one year in their current position.
REMINDERS: 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:
. 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.
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.
State of Florida
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