Job Description Summary

Job Description

• Hiring Range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors including your skills qualifications experience education licenses training and internal equity.

• Pay Range is the entire compensation range for the position.

The Pima County Service Desk located within the Network Operations Center serves as the first point of contact for nearly 7000 County employees. This is a fast-paced dynamic environment where Service Desk Agents provide high-quality customer support across a wide range of technical areas. The role offers valuable hands-on experience and frequently serves as a pathway to advancement into more specialized technical positions within the department.

Success in this position requires strong communication skills and the ability to quickly assimilate information analyze issues follow documented procedures and knowledge base articles and take appropriate action. Excellent customer service skills and the ability to thrive in a fast-paced environment are essential. A successful background check and ACJIS certification are required.

The Service Desk operates 24 hours a day 7 days a week 365 days a year. This position is assigned a shift that may include days evenings nights weekends and holidays. Certain shifts are eligible for shift differential pay. Agents typically work four 10-hour shifts per week followed by three consecutive days off.

When applying for this position please carefully review the preferred qualifications listed at the end of the posting and be sure to address each qualification in your application.

This is an in-officeposition located in Tucson AZ and cannot be remote. The Information Technology Department is unable to provide visa sponsorship for this position.

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 providing support for Active Directory Exchange Online or File/Folder Sharing (e.g. NTFS SharePoint OneDrive).

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

• Experience working in a 24x7x365 environment requiring holiday evening and weekend shifts.

• Experience in a customer-facing role requiring the documentation and communication oftechnical solutions to non-technical end users.

Selection Procedure:

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a referral list provided by Human Resources. Additional assessments/testing may be required as part of the selection process.

Supplemental Information:

Licenses and Certifications:Valid driver license is required at time of application. ValidAZdriver license is required at time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine applicants suitability to operate county vehicles in accordance with Pima County administrative procedures. Failure to obtain and maintain the required licenses and certifications shall be grounds for termination. Any offer of employment resulting from this recruitment is contingent upon Fleet Services review and approval of the candidates driving record. Some positions require a valid Arizona Class D driver license at the time of application or appointment. Failure to maintain the required licensure shall be grounds for termination. Employees must attain and maintain access certification for all relevant departmental databases required of assigned position. Some positions must possess and maintain as a condition of employment the Terminal Operator for ACJIS certification. Failure to maintain the required licensure shall be grounds for termination.

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. 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 and deployments. The Information Technology Department is unable to provide visa sponsorship for this position.

Physical/SensoryRequirements:Other physical and sensory abilities will be determined by position.

Working Conditions:Typically performs duties in an office environment. Other 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.