Job Description Summary

Job Description

Job Type: Classified

Job Classification: 5422 - Information Technology Support Analyst I

Salary Grade: 13

Pay Range

Hiring Range: $57,607 - $69,128 AnnuallyÂ

Full Range: $57,607 - $80,649 Annually

Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification.

The Pima County Information Technology Department (PCITD) is seeking a self-motivated, thorough, disciplined, and perceptive individual to serve in the role of a Desktop Support Field Technician, primarily supporting the Pima County Sheriff's Department.

The ideal candidate will have experience in computer hardware and peripherals troubleshooting. In addition, you will also have experience with desktop and mobile configuration and support, such as implementing, monitoring, and maintaining operating systems and applications on Windows, Android, and iOS computing devices. Experience with remote access and VPN tools and utilities is a plus.

This position is customer-facing and requires customer service skills. This role involves close cooperation and coordination with various project teams and law enforcement, so interpersonal skills are important. PCITD offers an opportunity for candidates to utilize their skills, grow new skills, work in a team environment, and advance their careers. Prospective candidates bring energy, enthusiasm, professionalism, and a desire to get better every day, as well as to make a difference in the community by supporting the mission of Pima County government.

In applying for this position, pay particular attention to the description that follows and to the Preferred Qualifications at the end of this posting, addressing each qualification in your application.

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.

• Installs, configures, deploys, troubleshoots and maintains client computing and communications hardware, software and associated peripherals;

• Coordinates, administers and performs installation, configuration, decommission, troubleshooting and maintenance of client devices including desktop/laptop computers, hand-held communication devices and printers;

• Assists in the development and enforcement of client environment configuration and deployment procedures, and practices;

• Troubleshoots and resolves complicated issues within the client operating system, applications and affiliated software and hardware environment;

• Assists in evaluating and recommending client computing and communications devices for use by County employees (e.g., desktop and laptop computers, printers);

• Assists in defining client environment system administration policies, procedures and practices;

• Participates in the development of department and division procedures regarding implementation and configuration of software and hardware used within the client-computing environment;

• Assists in defining client infrastructure and associated component processes and improvement opportunities;

• Monitors client computing and communications environment for proper operation within established performance, function and availability expectations;

• Configures and maintains conference/meeting room presentation equipment;

• Communicates information to and between the user community and other IT resources;

• Captures and records actions taken in Service Desk Management system per Service Desk procedures.
  

Minimum Qualifications:

Bachelor’s degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems (MIS) or a closely-related field as determined by the department head at the time of recruitment.

OR:

Associate’s degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems or a closely-related field as determined by the department head at the time of recruitment AND two years of work experience in information technology, including the maintenance and administration of client computing or communications hardware and software infrastructure.

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. Â
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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.):

• Experience with Windows desktop operating systems including supporting, application installation, troubleshooting computer hardware and peripherals, authentication issues, permissions, and data security.

• Experience with/knowledge of supporting large-scale computer and application deployments.

• Experience with/knowledge of client management services such as Intune, NetMotion, AOVPN, Print Servers, and/or similar programs.

• Experience with/knowledge of ticketing management systems and utilizing desktop support utilities.

• Experience with/knowledge of Active Directory (AD), Azure, TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.).

• Experience with/knowledge of the MacOS operating system, application installation, troubleshooting Apple computer hardware and peripherals, supporting authentication, permissions, and data security.Â

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 : Â Â

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. Failure to maintain the required licensure shall be grounds for termination. Some positions may require appropriate licenses or certifications at time of appointment or within a specified timeframe (e.g., A , MCDST, MCITP, MCSA). 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.

Special Notice Items: Â 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. Department of Labor regulation CFR Part 1910.1030 requires notification that some positions in this category may have a moderate risk of exposure to blood-borne pathogens. Hepatitis B vaccine will be provided. 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.

Physical/Sensory/Requirements: Â All positions require the ability to identify industry standard color-coding of electrical wiring and components. Some positions may require the ability to lift or move equipment, climb and descend ladders to work on elevated towers or below grade platforms.

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.