DPS Service Employee - IT

Arizona Department of Public Safety • Phoenix, AZ

22h

About The Position

The IT DPS Service Employee is a full-time, entry-level position in computer network operations within the Information Management Bureau (IMB). The role is designed to provide the skills, training, and experience that may prepare the incumbent to advance to Computer Network Help Desk Operator. Promotion may follow satisfactory performance during a one-year period and successful completion of the operator examination process. This classification is uncovered, and the incumbent serves at the pleasure of the Director of the Arizona Department of Public Safety.

Under direct supervision, the Service Employee supports computer network operations, including managing a large-scale, systems-oriented electronic digital computer and its peripheral equipment. The position provides technical support across Help Desk, Internet, PC/Desktop systems, web, computer operations, and mobile devices. It helps maintain IT service, functionality, and user satisfaction by answering questions, troubleshooting, resolving complex problems, and escalating issues as appropriate.

The employee operates and monitors network equipment and systems to support continuous service and the timely delivery of criminal justice information to local, state, and federal law enforcement agencies. The role also includes coordinating with vendor service representatives during outages, communicating procedures and unresolved issues to users and across shift changes, and monitoring the Criminal Justice Information System to support efficient resource use, satisfactory response times, and police officer safety. Additional duties may be assigned.

Requirements

• High school diploma or equivalent.
• Any combination of education, training, or experience that provides general knowledge of computer or data processing concepts.
• Excellent customer service etiquette.
• Availability to work any shift.
• General IT knowledge and basic troubleshooting skills.
• Ability to work effectively in both team and individual settings.
• Adaptability to a changing environment and ability to work in a fast-paced call center environment.
• Knowledge of the principles, capabilities, and operation of modern data processing systems and software.
• Knowledge of basic computer components, such as memory, disk storage, tapes, terminals, and printers.
• Knowledge of basic data communications terminology.
• Ability to perform detailed keyboard work accurately and follow detailed verbal and written instructions.
• Ability to establish and maintain cooperative relations with customers, vendors, and other personnel.
• Ability to communicate effectively orally and in writing, apply problem-solving techniques, and follow established procedures and guidelines.
• Ability to operate computer and network equipment, including line monitors, terminals, and consoles.
• Ability to read and interpret technical reference manuals, provide remote assistance, and access and reset passwords in a server environment.

Responsibilities

• Provide technical support across Help Desk, Internet, PC/Desktop systems, web, computer operations, and mobile devices.
• Answer questions, troubleshoot, diagnose, research, isolate, and resolve technical problems; escalate issues requiring further attention.
• Report outages to vendor service representatives and coordinate timely corrective action and restoration of system services.
• Communicate with customers orally and in writing about procedures for renewing passwords and resetting equipment, including modems, controllers, terminals, and printers.
• Convey special instructions and unresolved hardware or software issues during shift changes.
• Operate computer network equipment to maintain system availability and provide criminal justice information to law enforcement agencies.
• Observe and interpret computer and network system messages, respond to computer commands, and address issues caused by hardware, software, or power failures.
• Monitor the Criminal Justice Information System to support efficient computer resource allocation, satisfactory response times, timely information for law enforcement agencies, and police officer safety.
• Manage a large-scale electronic digital computer and its peripheral equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED