Network Operations Center Agent

Job Description Summary

Job Description

Job Type: Classified

Job Classification: 5649 - Information Technology Service Technician

Salary Grade: 9

Pay Range

Hiring Range: $22.79 - $27.34 Per Hour

Pay Range: $22.79 - $31.90 Per Hour

Range Explanation:

• 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 in the Network Operations Center provides first point of contact for nearly 7,000 County employees. It's a fast-paced environment where agents have the opportunity to provide customer service in a wide variety of technical areas. Network Operations Center (NOC) Service Desk Agents get great experience which often leads to promotion into more technical areas within the department. Agents typically work 4 10-hour days followed by 3 days off.

Important in this position is the ability to communicate, assimilate information, analyze problems, follow documented procedures/KB articles and carry out an appropriate course of action. Great customer service skills and the ability to work in a fast-paced environment are also important. Successful background check and ACJIS Certification required.

The Service Desk operates 24 x 7 x 365. This position will be assigned a shift which may include days, evenings, nights, weekends, and holidays. It includes shift differential pay for certain assigned shifts.

In applying for this position, pay particular attention to the preferred qualifications at the end of this posting, addressing each qualification in your application.

This is an in-office position located in Tucson, AZ, and cannot be remote.

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 department’s 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 :

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 Certificates : Valid driver license is required at time of application . Valid AZ driver license is required at time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine 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. Some positions must possess and maintain, as a condition of employment, the Terminal Operator for ACJIS certification. Within six months of employment, employees must attain and maintain access certification for all relevant departmental databases required of assigned position. 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. 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 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.