Job Description Summary

Job Description

Job Type: Classified

Essential Functions:

As defined under the Americans with Disabilities Act this classification may include any of the following tasks knowledge skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class. Work assignments may vary depending on the departments need and will be communicated to the applicant or incumbent by the supervisor.

Client Environment Support

• Captures and records actions taken in Service Desk system following Service Desk procedures;

• Analyzes and resolves client operational issues related to client applications computing or communications environment and related software/hardware;

• Provides training technical support and consultation to users and other IT staff as required;

• Provides technical and user training information to staff users consultants and vendors regarding installed software and hardware;

• Assists technical application computing and communications personnel as appropriate in identifying and resolving problems through the use of installed diagnostic and monitoring tools;

• Monitors IT infrastructure and application components for proper operation within established performance function and availability expectations to achieve service level agreements;

• Maintains appropriate security and confidentiality of information created or encountered in the performance of assigned duties.

Operational Environment Support

• Executes daily weekly monthly and other periodic scheduled jobs;

• Schedules and generates production runs and special reports; Analyzes and resolves operational problems and consults or informs appropriate staff when assistance is required;

• Assists in trouble shooting application and computing and/or communications issues;

• Performs and completes routine maintenance production records activity logs and other routine documentation;

• Operates various data center and/or other peripheral equipment;

• Maintains and/or performs backups and/or restores following associated off-site storage management procedures;

• Maintains inventories of supplies and equipment and may move supplies and equipment where required.

Minimum Qualifications:

High school diploma or G.E.D. equivalent AND two years of experience working in an information technology related field providing any combination of the following: customer-facing technical support communications hardware/software support computer hardware/software support and/or working in a technical call center or technical help desk environment.

(Relevant experience/education from an accredited college university or trade school may be substituted.)

Qualifying education and experience must be clearly documented in the Education and Work Experience sections of the application. Do not substitute a resume for your application or write see resume on your application.

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies specifically addressing the required and preferred qualifications.):

• Minimum two (2) years experience providing support in a help desk service desk or call center environment.

• Experience troubleshooting issues relating to computer systems software or hardware.

• Experience providing support for Active Directory Exchange Online or Shared files/folders.

• Experience explaining technical issues to a non-technical end user.

• Available to cover shifts and/or be reassigned to any shift as a member of a 24x7x365 team.

Selection Procedure:

Special Notice Items: The County requires pre-employment background checks. Successful candidates will receive a post-offer pre-employment background screening to include verification of work history education and criminal conviction history. A prior criminal conviction will not automatically disqualify a candidate from employment with the County. Some positions may require satisfactory completion of a personal background investigation by the court or law enforcement agencies due to the need for access to County Attorney and Court facilities records and communication systems. Occasional after hours and weekend hours are required to support system implementations upgrades or respond to emergency after hours support tickets.

Physical/Sensory Requirements: Physical and sensory abilities will be determined by position.

Working Conditions: Typically perform duties in an office working conditions will be determined by position.

EEO Information:Pima County Government is an Equal Employment Opportunity employer.We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race color religion national origin age disability gender sexual orientation kinship political interest or any other characteristic protected by law.