NOC Support Lead (5544 - Information Technology Service Analyst I)

Pima County

  • Tucson, AZ
  • Permanent
  • Full-time
  • 11 days ago
Position DescriptionSalary Grade: 11The Information Technology Department's Service Desk provides the first point of contact for nearly 7,000 Pima County employees. It's a fast-paced environment where agents have the opportunity to provide customer service in a wide variety of technical areas. NOC Support Lead gains a lot of experience which often leads to promotion into more technical areas within the department.This recruitment is for a NOC Support Lead position. It is a hands-on position responsible for providing customer service, resolving issues, and escalation when required along with the following skills, the ability to communicate, assimilate information, analyze problems, follow documented procedures/KB articles, and carry out an appropriate course of action.The Lead must also have the technical ability to resolve more complex problems. The candidate is expected to show leadership, mentor other agents, and provide guidance in the resolution of an issue.The Service Desk operates 24 x 7 x 365 and various shifts. This position will work the Monday through Friday day shift but must be able to cover any of the other shifts as necessary including the possibility of working weekends, overnight, and on holidays.An ACJIS Certification is required after the hire date. A successful background check is also required.In applying for this position, pay particular attention to the Preferred Qualifications at the end of this posting. The likelihood of getting an interview increases depending on how well your experience meets these preferred qualifications as described in your application. Be sure to include the specific wording from the applicable preferred qualification in your application.Duties/Responsibilities(Work assignments may vary depending on the department's need and will be communicated to the applicant or incumbent by the supervisor.)Client Environment Maintenance and Support
Performs standard client environment support activities;Assists in developing and enhancing processes, procedures and systems/routines to improve performance and define/control access to system resources;Assists in modifying vendor-supplied utilities and packages to comply with existing operating equipment;Assists in client operating systems (OS) and software installations and associated configurations;Develops documentation for client OS and application installations and supporting system documentation per defined change management processes;Performs system administration for account, computer and other resource creation and modification requests.Administration and Operational Environment Support
Performs standard operational environment support activities;Performs service delivery of specific customer segment service level agreements;Develops and documents processes to improve efficiencies and structure;Develops and maintains effective working relationships with customers;Analyzes, evaluates and coordinates resolution and implementation of customer segment needs within service desk and/or IT support environment;Reviews and analyzes routine and special reports detailing the status or success of customer segment service levels and program efforts;Administers renewals of customer segment service level agreements;Monitors customer segment service level compliance and takes corrective action as required;Executes associated change management test plans related to data center production environment;Monitors and tracks system availability and up-time statistics on a defined periodic basis;Assists in the validation and training of application and computing/communication systems within for customer segment by reviewing and executing various protocols;Assists in monitoring and defining infrastructure systems environment policies, procedures, standards and practices.KNOWLEDGE & SKILLS:Knowledge of:
  • desktop or other operating systems and affiliated software components, services, protocols and technologies, to include office automation applications (e.g., Excel, Visio, Word, PowerPoint) and other vendor commercial applications interfaced into client computing and communications environment;
  • wireless communications equipment such as fixed, portable and mobile radio devices, dispatch console equipment, as well as related radio system and remote site control equipment;
  • techniques and principles of effective teamwork and continuous improvement methods;
  • wireless, voice and data services devices and data synchronization applications;
  • IT Infrastructure Library for the Incident and Problem Management environment.
Skill in:
  • organizing workload, being proactive and progressing multiple tasks and customer requests simultaneously with minimal supervision and direction;
  • researching, analyzing and reporting data;
  • written, verbal and interpersonal communications skills;
  • presenting, explaining and interpreting service level agreements and program goals, objectives, policies and procedures to customer segments (internal and external to county);
  • writing procedures and work instructions;
  • adhering to production processes and service level agreements;
  • adapting to change and learning disparate technology processes within the environment;
  • operating as a member of a team;
  • coordinating and communicating with customers/vendors.
Minimum QualificationsA 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 appointing authority at the time of recruitment and two years of work experience providing support for the maintenance/administration of client computing and/or communications hardware and/or software infrastructure.OR:An Associate's degree from an accredited college, university or technical trade school in computer science, computer engineering, management information systems (MIS), or a closely related field as determined by the appointing authority at the time of recruitment and four years of work experience providing support for the maintenance/administration of client computing and/or communications hardware and/or software infrastructure.(Additional relevant work experience and/or education from an accredited college, university or technical 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.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.):
  • Experience providing level 2 support or experience as a technical lead or escalation point for other agents.
  • Experience troubleshooting issues relating to computer systems, software, and hardware
  • Experience providing support for any of the following: Active Directory; Exchange Online; Entra ID (Azure AD); Shared Files and Folders
  • Experience explaining complex technical issues to a non-technical person.
Selection Procedure:
Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum/desired qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum/desired 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 InformationLicenses 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 require a valid Arizona Class D driver license at time of application or prior to completion of an initial or promotional probation period. Failure to obtain/maintain the required certification/licensures shall be grounds for termination.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.Physical/Sensory Requirements: Physical and sensory abilities 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 provides access to high-quality, affordable healthcare for eligible employees and has an award-winning wellness program. Our plan is designed to ensure a high level of coverage and financial protection. Read more about our benefits program by

Pima County