Network Operations Center Agent - Trainee

Job Description Summary Department - Information Technology Job Description 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/hour. Starting 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 Official’s IT team. The Pima County Service Desk in the Network Operations Center provides first point of contact for nearly 7,000 County employees. It's 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 two‑year 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 24×7×365. 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 see Special Notice Items for further information. This is an in-office position located in Tucson, AZ, and cannot be remote. The Information Technology Department is unable to provide visa sponsorship for this position. 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 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 24×7×365 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 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 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 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. The Information Technology Department is unable to provide visa sponsorship for this position. The Pima County Trainee Program provides 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 Department. Trainees are at-will employees during the training period. Physical/Sensory Requirements: Physical and sensory abilities will be determined by 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 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 stands out as an exceptional workplace, offering a supportive environment that fosters professional growth and personal satisfaction. As one of the largest employers in the region, Pima County prioritizes its commitment to creating a diverse and inclusive workplace, recognizing the unique contributions of each employee. Embracing innovation and collaboration, Pima County provides multiple opportunities in which individuals can make a meaningful impact on their community. One of the key advantages of working for Pima County is its comprehensive benefits package. Employees enjoy competitive salaries, generous health insurance coverage, and retirement plans that contribute to long-term financial security. Pima County recognizes the importance of a healthy work-life balance, offering flexible work schedules, a generous family leave policy and wellness programs that prioritize employee well-being. Furthermore, Pima County takes pride in fostering a culture of continuous learning and development. Employees benefit from opportunities for professional advancement through training programs, workshops, and educational reimbursement programs. In addition, a County-wide employee recognition program rewards employees who exemplify the County values of being accountable, respectful and ethical as well as providing great customer service. By joining Pima County, individuals become part of a dedicated team working towards a common goal: enhancing the quality of life for residents and building a vibrant future. Pima County is not just an employer; it's a community that values its employees, encourages their growth, and invests in their success.