Helpdesk Support Technician - County Attorney

Helpdesk Support Technician - County Attorney

The Pima County Attorney’s Office (PCAO) is seeking a Helpdesk Support Technician to be a member of our Information Technology Division. This position provides first‑level technical and base operational production support, consultation, troubleshooting/resolution, training, and user guidance to PCAO divisions. This is an in‑office position located in Tucson, AZ, and cannot be remote.

Pay Range: $23.61/hr - $33.05/hr

Hiring Range: $23.61 - $28.33 per hour

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 in identifying and resolving problems through 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 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 center and/or other peripheral equipment.
• Maintains and performs backups and restores following associated off‑site storage management procedures.
• Maintains inventories of supplies and equipment, and may move supplies and equipment where required.

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.)

• Minimum one (1) year customer service experience.
• Minimum one (1) year experience with IT technical support ticketing system.
• Minimum one (1) year experience with IT help desk.
• Minimum one (1) year experience with Active Directory.

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.

Licenses and Certificates:
Valid driver license is required at time of application and 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…