Network Operations Center Agent - Trainee

Job Summary

Network Operations Center Agent – Trainee in the Information Technology Department. Provides first‑level technical and operational support to approximately 7,000 County employees. Trainee period up to 24months with a 5% pay reduction. After successful completion, hired as an IT Service Technician.

• Capture and record actions in Service Desk system following established procedures.
• Analyze and resolve client operational issues related to applications, software, hardware, and communications.
• Provide technical support, training, and consultation to users and IT staff.
• Assist in troubleshooting using diagnostic and monitoring tools.
• Monitor IT infrastructure and application components to meet service‑level agreements.
• Execute daily, weekly, and monthly scheduled jobs, generate production runs and special reports.
• Maintain security and confidentiality of information.
• Perform routine maintenance, documentation, and backups.
• Work shifts 24×7×365, including evenings, nights, weekends, and holidays.
• Maintain inventories of supplies and equipment as required.

• High School diploma or GED equivalent.
• At least two years of experience in IT support (customer‑facing technical support, hardware/software support, or help‑desk) or equivalent accredited college experience.
• Valid Driver’s License (ClassD Arizona) and successful completion of a 39‑month DOT Motor Vehicle Record review.
• Background check and ACJIS certification required.

• Four months of help‑desk or service‑desk experience.
• Four months troubleshooting computer systems, software, or hardware.
• Four months supporting Active Directory, Exchange Online, or shared files/folders.
• Four months providing customer‑facing support and communicating technical solutions to non‑technical users.
• Four months working in a 24×7×365 environment with evening or overnight shifts.

• Trainee program up to 24months, paid 5% less than the base salary during the training period, with potential transition to a regular classified position upon successful completion.
• Shift differentials apply for qualifying shifts.

Pima County Government is an Equal Employment Opportunity employer and does not discriminate on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other protected characteristic.