Pay Range

Hiring Range: $60,487 - $72,585 AnnuallyÂ

Full Range: $60,487 - $84,682 Annually Â

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 seeks an experienced telecom technician for the County Classified Title of "IT Support Analyst II".

The working environment is highly team-oriented, technical, self-motivated, and meticulous. Communication skills are critical. The architecture includes a Shoretel/Mitel Connect phone system with ACD/IVR application and associated features and a Mitel MiVoice Business solution. The team supports staff and call handling for multiple departments across dozens of locations with a variety of telephony needs.

The work involves supporting the phone system components, designing solutions for new/existing users and departments, along with working closely with teammates, users, and technical support to troubleshoot, identify, and resolve issues. This position will be involved with hardware and software upgrades including migrating users and departments from the legacy Shoretel/Mitel Connect system to a Mitel MiVoice Business platform.

We offer an opportunity to utilize your current skills while building new ones. The successful candidate will be team-oriented, professional, interested in learning new things, and motivated to make a difference in their community by supporting the mission of the Pima County Government.

This position participates in an on-call rotation and off-hours maintenance. A successful candidate must be able to lift phone cases and telephony hardware up to 50 lbs. A physical is required before the official job offer. This position must successfully test and maintain certification for the Arizona Criminal Justice Information System (ACJIS). This must be in place before the completion of the training period. This is not a supervisory position. In applying for this position, pay particular attention to the Minimum Qualifications and Preferred Qualifications at the end of this posting, addressing each qualification in the application itself before attaching a resume.

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 (includes Elected Officials) Maintenance and Support:

• Leads other IT employees in troubleshooting and resolution of complex client computing and communications hardware, operating software, applications, affiliated software environment and peripherals;

• Leads client kit hardware, operating system, application and utility software evaluations and recommendations;

• Leads development and enforcement of client kit software and hardware configuration, deployment and administration procedures and practices;

• Coordinates the annual definition/upgrading of the client infrastructure and associated component processes and improvement opportunities;

• Monitors client environment for proper operation within required performance, function and availability expectations and leads root cause analysis where service level agreement (SLA) issues are discovered;

• Co-leads continuous improvement efforts within sphere of responsibility.

• Project Support:

• Works with project teams to understand client requirements and define appropriate client kit hardware, software and network connectivity solutions;

• Assists in developing and testing required client kit hardware, operating systems and application configuration requirements;

• Works with project manager to define client kit environment deployment strategies and schedules;

• Develops, coordinates and/or provides user training and orientation services per project requirements;

• Leads development of client kit deployment, support and maintenance procedures;

• Works with project team to define required post-project implementation operational skill sets and resource demands;

• Coordinates and executes client kit environment deployments according to defined project schedules, budgets and compliance requirements;

• Coordinates and executes client kit environment decommissions resulting from new project driven technology deployments and/or upgrades.

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 AND two years of experience in the maintenance and administration of client computing or communications hardware and software infrastructure.

OR:

Associate’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 AND four years of work experience in information technology INCLUDING two years of experience in the maintenance and administration of client computing or communications hardware and software infrastructure.

(Relevant experience and/or education from an accredited college or university 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. 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.):

• A detailed resume to supplement the job application.

• Experience with/knowledge of supporting VoIP systems in an enterprise environment.

• Experience with/knowledge of supporting and administering IP telephony features and solutions.

• Experience with/knowledge of supporting IT system upgrades, migrations, and/or installations.

• Experience with/knowledge of working with end users to resolve IP phone or client-related issues.

• Experience with/knowledge of working with telecom integrators and service providers.​Â

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 candidates 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. 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. 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 Work Requirements: All positions require the ability to identify industry standard color-coding of electrical wiring and components.

Working Conditions: Some positions require lifting equipment, climbing, working 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.