Network Operations Center (NOC) Agent (4701 - IT - Service Support Specialist)

Overall Job Objective

Position Description

This position, with rotating days and shifts to include evenings, midnights, weekends, and holidays, is located in the Information Technology Department.

Salary Grade: 48

Pima County Network Operations Center provides the first point of contact for nearly 7,000 County employees. It's a fast-paced environment where agents have the opportunity to provide great customer service in a wide variety of technical areas. NOC 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 ability to work in a fast-paced environment are also important. Successful background check and ACJIS Certification required. The NOC 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.

Please Note: Successful candidates offered employment with Pima County, including current employees who have applied for new positions, are required to provide proof of COVID-19 vaccination prior to their scheduled start date. If you are unable to become fully vaccinated due to a medical disability or religious observance/practice, you must request an accommodation - accommodation forms are located online.

Duties/Responsibilities

(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 troubleshooting application and computing and/or communications issues;
Performs and completes routine maintenance, production records, activity logs, and other routine documentation;
Operates various data centers 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.

KNOWLEDGE & SKILLS:

Knowledge of:

• desktop or other operating systems and affiliated software components, services, protocols, and technologies, to include office automation applications (e.g., Excel, Visio, Word, PowerPoint) and other vendor commercial applications interfaced into client computing and communications environment;
• wireless communications equipment such as fixed, portable, and mobile radio devices, dispatch console equipment, as well as related radio system and remote site control equipment;
• wireless, voice and data services devices, and data synchronization applications;
• techniques and principles of effective teamwork and continuous improvement methods;
• IT Infrastructure Library for the Incident Management environment.

Skill in:

• organizing personal workload, being proactive, and progressing multiple tasks and customer requests simultaneously;
• communicating both orally and in writing;
• operating within a fast-paced technical environment;
• writing procedures and work instructions;
• adhering to production processes and service level agreements;
• learning new or disparate technology processes within the environment;
• operating as a member of a team;
• coordinating and communicating with internal and external customers/vendors.

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.):

1. Experience in a help desk, service desk, or call center environment.
2. Experience providing customer-facing technical assistance and/or support for issues related to computer systems, software, or hardware.
3. Experience providing support for Active Directory, Exchange, or shared files/folders.
4. Experience providing support for Windows 10 computers.
5. Experience monitoring daily performance of computer systems or infrastructure.

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 applicants 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 candidates driving record.

Special Notice Items: Some positions may require the mandatory use of a headset while on duty. Some positions will be required to work rotating shifts which includes days, evenings, nights, weekends and holidays. Some positions may require satisfactory completion of a personal background investigation, polygraph examination and/or pre-/post-appointment drug-testing by law enforcement agencies due to need for access to law enforcement, corrections or court facilities, property and associated confidential and sensitive information, documents, communications and database systems. 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.

Physical/Sensory Requirements: Some positions require lifting equipment, climbing, working on towers, elevated or below grade platforms. All positions require the ability to identify industry standard color-coding of electrical wiring and components. Additional physical and sensory abilities will be determined by position. Successful candidates offered employment with Pima County, including current employees who have applied for new positions, are required to provide proof of COVID-19 vaccination prior to their scheduled start date. If you are unable to become fully vaccinated due to a medical disability or religious observance/practice, you must request an accommodation - accommodation forms are located online.