5649 - It Service Technician

Salary: $22.79 - $31.90 Hourly
Location : Tucson, AZ
Job Type: Full Time
Job Number: 2023-02060
Department: County Attorney
Division: PCA INFO SYS
Opening Date: 12/29/2023
Closing Date: Continuous
FLSA: Non-Exempt
Position Description
OPEN UNTIL FILLED
Salary Grade: 9
Pay Range
Hiring Range: $22.79 - $27.34 Per Hour
Full Range: $22.79 - $31.90 Per Hour
Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification.
Performs maintenance, repair, or installation of computer equipment. Provides technical support in the automated processing of information and office automation-related activities. Performs in one or more of the following computer environments: (1) networking and data communications; (2) user orientation and technical support; (3) installation, configuration, updating, testing, troubleshooting, and repair of computer systems, cell PDA phones, PDA devices, networks, databases, and/or applications; (4) technical support; (5) basic development and maintenance of web sites (6) planning, design and implementation of minor information systems or projects; (7) development of data reports from various information sources and databases; (8) media-video editing and rendering. May specialize by type of equipment, operating system, programming language, application software, or network configuration and protocol.
Duties/Responsibilities
(Work assignments may vary depending on the department's need and will be communicated to the applicant or incumbent by the supervisor.)
Client Environment Support
Captures and records actions taken in the 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 troubleshooting application and computing and/or communications issues;
Performs and completes routine maintenance, production records, activity logs, and other routine documentation;
Operates various data centers 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.
KNOWLEDGE & SKILLS:
Knowledge of:

• desktop or other operating systems and affiliated software components, services, protocols, and technologies, to include office automation applications (e.g., Excel, Visio, Word, PowerPoint) and other vendor commercial applications interfaced into client computing and communications environment;
  
• wireless communications equipment such as fixed, portable, and mobile radio devices, dispatch console equipment, as well as related radio system and remote site control equipment;
  
• wireless, voice, and data services devices and data synchronization applications;
  
• techniques and principles of effective teamwork and continuous improvement methods;
  
• IT Infrastructure Library for the Incident Management environment.

Skill in:

• organizing personal workload, being proactive, and progressing multiple tasks and customer requests simultaneously;
  
• communicating both orally and in writing;
  
• operating within a fast-paced technical environment;
  
• writing procedures and work instructions;
  
• adhering to production processes and service level agreements;
  
• learning new or disparate technology processes within the environment;
  
• operating as a member of a team;
  
• coordinating and communicating with internal and external customers/vendors.

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.Selection Procedure:
Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum/desired qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum/desired 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 Certificates: Valid driver license is required at the time of application.ValidAZ driver license is required at the time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine the applicant's 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 candidate's driving record.
Special Notice Items: Some positions may require the mandatory use of a headset while on duty. Some positions will be required to work rotating shifts which include days, evenings, nights, weekends, and holidays. Some positions may require the satisfactory completion of a polygraph examination and/or pre-/post-appointment drug testing by law enforcement agencies due to the need for access to law enforcement, corrections or court facilities, property, and associated confidential and sensitive information, documents, communications, and database systems. 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.
Physical/Sensory Requirements: Some positions require lifting equipment, climbing, and working on towers, and elevated or below-grade platforms. All positions require the ability to identify industry-standard color-coding of electrical wiring and components. Additional physical and sensory abilities 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.
Pima County provides access to high-quality, affordable healthcare for eligible employees and has an award-winning wellness program. Our plan is designed to ensure a high level of coverage and financial protection. Read more about our benefits program by