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…