Network Operations Center Agent - Trainee

Overview

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

The Trainee program is described within the “Pima County Trainee Program.”

Department - Information Technology. 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 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 is an environment where agents have the opportunity to provide customer service in a wide variety of technical areas.

Service Desk Agents often gain experience leading to promotions 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.

Essential abilities 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.

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.

• 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 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.

• 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…