Network Operations Center Agent Trainee

Job Type: Classified

Job Classification: 5649 - Information Technology Service Technician

Salary Grade: 9

Pay Range

Hiring Range: $23.94 - $28.73 Per Hour

Pay Range: $23.94 - $33.52 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.

*Salary is 5% less during the trainee period $22.74/ salary after successful completion of the Trainee period (up to 24 months) is $23.94/hour.

A Network Operations Center Agent - Trainee provides first level technical and base operational production support consultation troubleshooting/resolution training and user guidance to clients of the Information Technology (IT) Department or within an Elected Officials IT team.

The Pima County Service Desk in the Network Operations Center provides first point of contact for nearly 7000 County employees. Its an environment where agents have the opportunity to provide customer service in a wide variety of technical areas. Service Desk Agents get great experience which often leads to promotion into more technical areas within the department.

This is a trainee position starting at 5% below the base pay of an IT Service Technician for a period of up to 18 months. Candidates with less than two years of experience may still qualify if their total experience will meet the twoyear requirement by the end of the training period. Successful candidates will be able to demonstrate the core competencies needed to work effectively in a Service Desk role regardless of their current experience level.

Important abilities for this position include strong communication skills the capacity to quickly absorb information effective problem analysis research troubleshooting and following documented procedures and knowledge base articles to carry out appropriate actions. Excellent customer service skills and the ability to thrive in an environment known for rapid and constant change are also essential.

A successful background check and the ability to obtain ACJIS Certification are required.

The Service Desk operates 247365. Assigned shifts may include evenings nights weekends and holidays. Certain shifts qualify for shift differential pay.

* This is a Trainee position in accordance with Pima County Administrative Procedure 23-18. Please seeSpecial Notice Itemsfor further information.

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 four (4) months experience providing support in a help desk service desk or call center environment.

• Minimum four (4) months experience troubleshooting issues related to computer systems software or hardware.

• Minimum four (4) months experience providing support for Active Directory Exchange Online or shared files/folders.

• Minimum four (4) months experience in a customer-facing role requiring the documentation and communication of technical solutions to non-technical end users.

• Minimum four (4) months experience working in a 247365 environment where evening and overnight shifts are not atypical.

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 isrequiredat time of application.ValidAZdriver license isrequiredat time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review todetermineapplicants suitability tooperatecounty vehiclesin accordance withPima County administrative procedures. Failure to obtain andmaintainthe 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 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. 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: 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.The Countyrequirespre-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. The Information Technology Department is unable to provide visa sponsorship for this position. The Pima County Trainee Programprovides training related to the basic knowledge skills and abilities required by the classification to enable the Trainee to meet the minimum qualifications of the classification within the time limits of the program. The Trainee Program lasts a minimum of 6 months and a maximum of 24 months. During the trainee period the incumbent is paid 5 percent less than the entry-level salary for the position.An eligible individual is any person interested in a Trainee Program opportunity who: (1) Does not meet the minimum qualification at the time it is announced but is able to do so by the end of the training period OR (2) does meet the minimum qualifications but is not competitive enough to pass selective criteria.Trainees are eligible for a non-competitive transition into the regular classified position upon successful completion of the program. For specific details refer to the Pima County Trainee Program Administrative Procedure 23-18 available at the Human Resources are at-will employees during the training period.

Physical/Sensory Requirements:Physical and sensory abilities will bedeterminedby position.Action Activity - reaching; Motion Activity - grasping; Speaking Activity - in person on the phone; Vision - operate a motor vehicle distinguish colors.

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 practiceson the basis ofrace color religion national origin age disability gender sexual orientation kinship political interest or any other characteristic protected by law.