Desktop Support Field Technician - Information Technology

Job Description Summary Department•

Information Technology Job Description Job Type:

Classified Job Classification:

5422•

Information Support Analyst I Salary Grade:

13

Pay Range Hiring Range:

$60,507•$72,612

Annually Pay Range:

$60,507•$84,718

Annually 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. The Pima County Information Technology Department is seeking a self-motivated, thorough, disciplined, and perceptive individual for the role of Desktop Support Field Technician for the County classified title of Technical Support Analyst I. This, nonsupervisory, position is primarily in support of the Pima County Sheriff's Department. The ideal candidate has experience and working knowledge in desktop support, Windows operating systems, hardware and software troubleshooting, deployment and management of computing and mobile devices, excellent customer service, and thorough documentation skills using incident management software. Networking skills that relate to assigning IP addresses, DNS translations, subnets, port assignments, routing, and wireless protocols are preferred. Working knowledge of Microsoft Intune and using it to enroll and manage mobile devices is needed. This role requires close collaboration with other related project teams and team members, so strong interpersonal skills are essential. We offer an opportunity to apply and expand your skills, work in a supportive team environment, and advance your career. Bring your energy, enthusiasm, professionalism, and drive for continuous improvement and help make a difference in your community by supporting the mission of Pima County government. 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. Installs, configures, deploys, troubleshoots and maintains client computing and communications hardware, software and associated peripherals; Coordinates, administers and performs installation, configuration, decommission, troubleshooting and maintenance of client devices including desktop/laptop computers, hand-held communication devices and printers; Assists in the development and enforcement of client environment configuration and deployment procedures, and practices; Troubleshoots and resolves complicated issues within the client operating system, applications and affiliated software and hardware environment; Assists in evaluating and recommending client computing and communications devices for use by County employees (e.g., desktop and laptop computers, printers); Assists in defining client environment system administration policies, procedures and practices; Participates in the development of department and division procedures regarding implementation and configuration of software and hardware used within the client-computing environment; Assists in defining client infrastructure and associated component processes and improvement opportunities; Monitors client computing and communications environment for proper operation within established performance, function and availability expectations; Configures and maintains conference/meeting room presentation equipment; Communicates information to and between the user community and other IT resources; Captures and records actions taken in Service Desk Management system per Service Desk procedures.

Minimum Qualifications:

Bachelor's degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems (MIS) or a closely-related field as determined by the department head at the time of recruitment.

OR:

Associate's degree from an accredited college, university or technical trade school with a major in computer science, computer engineering, management information systems or a closely-related field as determined by the department head at the time of recruitment AND two years of work experience in information technology, including the maintenance and administration of client computing or communications hardware and software infrastructure. (Additional relevant work experience/education from an accredited college or university 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.): Minimum two (2) years experience supporting Windows desktop OS (installations, hardware/peripherals, authentication, permissions, endpoint security). Minimum two (2) years experience with computer imaging/application rollouts (e.g., MECM/Intune) in small or enterprise environments. Minimum two (2) years experience experience with Intune (including iOS/iPhone device enrollment & compliance), Azure AD, MS Authenticator (MFA), and NetMotion (user/VPN authentication tied to MFA). Minimum two (2) years experience with enterprise ticketing systems and desktop utilities (Event Viewer, Device Manager, Services, RDP/remote tools), with solid documentation, and SLA practice. Experience with/knowledge of AD/Azure

AD, TCP/IP

networking, DNS, DHCP, and related services.

Selection Procedure:

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.

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 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 termination. Any offer of employment resulting from this recruitment is contingent upon Fleet Services' review and approval of the candidate's driving record. Some positions may require appropriate licenses or certifications at time of appointment or within a specified timeframe (e.g., A+, MCDST, MCITP, MCSA).

Special Notice Items:

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. Some positions may require satisfactory completion of a personal background investigation by the court or law enforcement agencies, due to the need for access to County Attorney and Court facilities, records, and communication systems. Some positions may require satisfactory completion of a personal background investigation by the court or law enforcement agencies, due to the need for access to County Attorney and Court facilities, records, and communication systems. Department of Labor regulation CFR Part 1910.1030 requires notification that some positions in this category may have a moderate risk of exposure to blood-borne pathogens. Hepatitis B vaccine will be provided.

The Information Technology Department is unable to provide visa sponsorship for this position.

Physical/Sensory Requirements:

All positions require the ability to identify industry standard color-coding of electrical wiring and components. Some positions may require the ability to lift or move equipment, climb and descend ladders to work on elevated towers or below grade platforms. Other physical and sensory abilities will be determined by position.

Working Conditions:

Working conditions will be determined by position.

EEO Information:

Pima County Government is an Equal Employment Opportunity employer. We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other characteristic protected by law. Pima County stands out as an exceptional workplace, offering a supportive environment that fosters professional growth and personal satisfaction. As one of the largest employers in the region, Pima County prioritizes its commitment to creating a diverse and inclusive workplace, recognizing the unique contributions of each employee. Embracing innovation and collaboration, Pima County provides multiple opportunities in which individuals can make a meaningful impact on their community. One of the key advantages of working for Pima County is its comprehensive benefits package. Employees enjoy competitive salaries, generous health insurance coverage, and retirement plans that contribute to long-term financial security. Pima County recognizes the importance of a healthy work-life balance, offering flexible work schedules, a generous family leave policy and wellness programs that prioritize employee well-being. Furthermore, Pima County takes pride in fostering a culture of continuous learning and development. Employees benefit from opportunities for professional advancement through training programs, workshops, and educational reimbursement programs. In addition, a County-wide employee recognition program rewards employees who exemplify the County values of being accountable, respectful and ethical as well as providing great customer service. By joining Pima County, individuals become part of a dedicated team working towards a common goal: enhancing the quality of life for residents and building a vibrant future. Pima County is not just an employer; it's a community that values its employees, encourages their growth, and invests in their success.